Customer Service & Sales Support Team Leader

As a Customer Service & Sales Support Team Leader, your primary role is to oversee and manage a team of customer service representatives. You will ensure that exceptional customer service is delivered to both internal and external customers. You will need to have ability to motivate team, handle customer issues, and make sure all goals and objectives are met.

RESPONSIBILITIES:

• Lead, motivate, and coach team members
• Supervising day-to-day operations in the customer service department
• Answers customers and team members questions and resolves customers problems and complaints.
• Manages customer staff, implement job expectations, and performs reviews.
• Develop and set goals for team members and provide constant feedback
• Provide guidance and support to team members to deliver excellent customer service
• Assist in hiring and training of new customer service representatives.
• Monthly customer service metrics
• Ensure customer satisfaction and provide professional customer support
• Achieve product, technical, and territory knowledge
• Responsible for servicing and supporting existing key accounts
• Building sustainable relationships with customers and co-workers
• Daily and weekly reporting
• Identify system and workflow improvements to enhance team and customer experience
• Work with team on culture initiatives and maintain positive work environment
• Set example to team members of commitment, customer service expectations, work ethic, and personal character
• Collaborate with other departments such at purchasing, accounting, and logistics
• Assist CSR team in daily activities as needed

QUALIFICATIONS:

Knowledge, Skills and Abilities:

• Strong customer service skills
• Excellent problem solving and decision making abilities
• Ability to handle challenging customer situations
• Superior organizational and time management skills
• Microsoft Office experience

Experience:

• Bachelor’s degree (preferred) or equivalent work experience
• Proven experience in customer service leadership role
• Infor experience preferred

Benefits:

• Medical, Dental, Vison
• Life, Short- & Long-Term Disability
• Optional Voluntary Benefits
• Employee Stock Ownership Plan (ESOP)
• 401K