Customer Relations Lead

Job Summary:

This roll is base in Auburndale, WI

The Customer Relations Lead is responsible for guiding team members on day-to-day tasks and job duties. Manages daily interface with customers including order management, deployment of all information customer requires including reports, billing, and order status. Leading the implementation of strategies to deliver exceptional customer experience.

Participates in hiring, mentoring, and training new employees on customer service policies, procedures, and best practices. Foster a positive team culture and leads from the front by helping with inbound requests, overseeing escalations, and providing the CR team with updates in regard to Key Performance Indicators (KPI’s).

Duties/Responsibilities:

• Assists in managing a team of assigned customer relations associates and ensures they comply with company guidelines particularly related to quality service.
• Ensures that representatives are informed about changes to company products and services.
• Provides comprehensive updates to management summarizing the team’s performance.
• Identifies opportunities for continuous improvement related to customer service procedures, makes recommendations to the Customer Relations Manager, and documents as a Standard Operating Procedure (‘SOP’)
• Assume responsibility of transaction manager for EDI services. Work to qualify and setup new customers, monitor and troubleshoot EDI and related customer portals for potential issues.
• Interacts with customers via telephone, email, EDI portals, or in-person to provide support and information on products or services.
• Receives and handles requests from customers and distributors for price quotes, purchase orders, order adjustments, and order cancellations.
• Demonstrate aptitude for product details in support of customer inquiries and effectively communicate and coordinate with company team members as necessary.
• Effectively utilize the business system to retrieve and provide pricing, inventory status, delivery expectations, and all pertinent order information to customers
• Collects and enters orders, arranges shipping and scheduling for all products or services.
• Effectively utilize the business system to maintain customer accounts and records of interactions, inquiries, orders, complaints, or comments
• Monitor active orders and take appropriate actions to achieve customer expectations or resolve customers’ issues or concerns.
• Build a professional and valued rapport with customers to ensure the delivery of excellent service.
• Audit phone, email and other customer interactions, observing performance, techniques and application of guidelines and procedures.
• Deliver and document service team coaching and development sessions.
• Adeptly handle escalated customer issues and provide weekly function support for customer interactions.
• Ensure that customers are satisfied with products or services.

· Responsible for balancing workload to optimize the effectiveness and sustainability of the department.

· Attends workshops, training sessions, seminars, and conferences to keep up to date with developments in customer service and technology.

• Performs other related duties, as assigned.

Required Skills/Abilities:

• Excellent communication and interpersonal skills, including active listening.
• Extensive knowledge of customer service processes and procedures
• Service-oriented, professional, and able to resolve customer and direct report grievances.
• Ability to coach and mentor customer relations associates.
• Excellent multitasking and organizational skills and attention to detail
• Proficient computer skills and ability to learn database and ordering systems.
• Analytical and problem-solving skills
• Leadership and supervisory skills
• Customer and sales service skills
• Ability to find the positive in any situation.
• Attentiveness and patience
• Superior product knowledge

Education and Experience:

• Bachelor’s degree in business, marketing or communications preferred.
• 3+ years of customer relations experience is required and for an industrial market is preferred.
• 1+ years of experience in a leadership/in a supervisory or team lead role required

Supervisory Responsibilities: Directly supervises Product Support and Customer Support roles.