Work Flexibility: Hybrid The Lead Customer Service Representative is a very experienced customer service representative. Well- versed in the day-to-day activities and the procedures around customer service. Also, has a good view of the way the team integrates with other teams in the ecosystem. The Lead Customer Service Representative is expected to coach/mentor other Customer Service Representatives and possibly assist management with task assignment across the Customer Service Representative team. Key Activities & Responsibilities: · Processing orders and credits · Arranging returns and collections and handling proof of delivery and pricing requests · Handling incoming e-mails and calls · Proactively communicating with internal & external customers · Investigating and resolving invoice disputes · Logging and follow up of issue resolution and related communication back to the customer · Take responsibility for executing tasks and supporting colleagues across a number of complex areas / processes and queries · Work with your colleagues to effectively organise and prioritise the tasks within your specific areas · Working collaboratively with other functions and divisions on cross-functional or customer specific topics · Assist in supporting and training more junior colleagues · Act as a mentor for more junior customer service representatives Education / Qualifications: · High School diploma or equivalent Preferred: · Further education in a relevant discipline Experience / Skills: Essential: · 3 years of experience in the field or in a related area required · Expertise in order management and contact center skills · Excellent understanding of Customer Service process flows · Excellent understanding of good documentation practices and documentation retention · Advanced knowledge of MS Excel, MS Outlook, MS Word, Internet · Good ERP system knowledge Desirable: · Experience with Business Process Analysis · Experience with reverse logistics and consignment type business (such as Medical Device, Healthcare Markets) Competencies / Behaviors: · Being able to stay in act and to remain calm under pressure, whilst communicating effectively to customers and other stakeholders · Proven ability to solve problems and queries · Ability to work on their own initiative, prioritizing and organizing workload based on their own experience as well as input from supervisor · Highly customer focused · Strong collaborator which sets high performance standards · Strong internal drive and motivation to make a difference · Positive, optimistic mindset and can-do attitude · Initiator that can identify and initiates actions to improve process outputs on Service, Cost & Quality · Acts with integrity · Ability to make autonomous decisions on operational and tactical levels · Willingness to develop lean approach Travel Percentage: None