Position:
Customer Service Lead
As Customer Service Lead, you will play a vital role in ensuring that customers receive exceptional service and support and have a positive experience.
Confident in taking operational oversight, you will coordinate responses to customers, process orders, handle inquiries, and provide timely and accurate information.
This role requires attention to detail, timely follow-up, initiative, and the ability to work efficiently in a fast-paced growing environment.
Key Responsibilities and Deliverables
The Customer Service Specialist is responsible for coordinating and delivering sales support and effectively executing customer service administration processes.
Provide customer support via telephone and e-mail.
Process orders and send receipt acknowledgements to customers, including delivery lead times.
Provide timely, accurate and competent responses to all order-related customer inquiries.
Liaise with various stakeholders to resolve potential customer / order issues.
Coordinate and manage POs from customers.
Manage back orders, run daily reports, and coordinate release of stock within deadlines.
Prepare documents and reports, including invoices for issue to customers.
Update customer price files and accounts and maintain databases.
Collaborate closely with cross-functional colleagues including Warehousing, Quality, Procurement, Customer Service, Logistics, and Commercial.
Take steps to avoid, and act urgently upon, any quality control issues.
Resolve customer complaints professionally.
Ensure compliance with all regulatory requirements (including GDP).
Act as number two to the Customer Services Lead.
Train new customer services team members.
Experience Required
Minimum of 4 years' experience in a customer services position.
Teamwork: Ability to work well within a team and communicate effectively with colleagues.
Technology: Proficient in Microsoft Office, CRM systems, databases and customer support tools.
Strong attention to detail with excellent follow-up and follow-through.
Able to perform to a high level of accuracy; meticulous and organized.
Comfortable working to deadlines in an environment where daily cut-offs are the norm.
Excellent communication and collaboration skills.
Flexible and able to work in a fast-paced environment.
Strong problem-solving and decision-making skills.
Copes well in a pressured environment with the ability to prioritize tasks.
Willingness to work on own initiative and take direction and feedback.
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