The Lead Customer Service Representative is a very experienced customer service representative, well-versed in the day-to-day activities and procedures around customer service. This role also requires a good understanding of how the team integrates with other teams in the ecosystem. The Lead Customer Service Representative is expected to coach and mentor other Customer Service Representatives and possibly assist management with task assignments across the Customer Service Representative team.
Key Activities & Responsibilities:
1. Processing orders and credits
2. Arranging returns and collections and handling proof of delivery and pricing requests
3. Handling incoming e-mails and calls
4. Proactively communicating with internal & external customers
5. Investigating and resolving invoice disputes
6. Logging and following up on issue resolution and related communication back to the customer
7. Taking responsibility for executing tasks and supporting colleagues across a number of complex areas/processes and queries
8. Working with colleagues to effectively organize and prioritize tasks within specific areas
9. Collaborating with other functions and divisions on cross-functional or customer-specific topics
10. Assisting in supporting and training more junior colleagues
11. Acting as a mentor for more junior customer service representatives
Education / Qualifications:
1. High School diploma or equivalent
2. Preferred: Further education in a relevant discipline
Experience / Skills:
1. Essential:
2. 3+ years of experience in the field or in a related area required
3. Expertise in order management and contact center skills
4. Excellent understanding of Customer Service process flows
5. Excellent understanding of good documentation practices and documentation retention
6. Advanced knowledge of MS Excel, MS Outlook, MS Word, Internet
7. Good ERP system knowledge
8. Desirable:
9. Experience with Business Process Analysis
10. Experience with reverse logistics and consignment type business (such as Medical Device, Healthcare Markets)
Competencies / Behaviors:
1. Ability to stay calm under pressure while communicating effectively to customers and stakeholders
2. Proven ability to solve problems and queries
3. Ability to work on their own initiative, prioritizing and organizing workload based on experience and input from supervisor
4. Highly customer-focused
5. Strong collaborator with high performance standards
6. Strong internal drive and motivation to make a difference
7. Positive, optimistic mindset and can-do attitude
8. Initiator who can identify and initiate actions to improve process outputs on Service, Cost & Quality
9. Acts with integrity
10. Ability to make autonomous decisions on operational and tactical levels
11. Willingness to develop a lean approach
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