Customer Service Lead - SRC Logistics - Illinois, Inc.

SRC • Full-time • Joliet, IL • 2w ago

POSITION SUMMARY:

The Customer Service Representative Lead is responsible for interacting with new and existing customers to provide information in response to inquiries about products and services and to handle and resolve complaints and requests.

ESSENTIAL RESPONSIBILITIES:

Participate in and support the principles of Great Game of Business and Open Book Management
Confer with customers by telephone, email or in person in order to provide information about products and services.
Develop weekly, monthly, and quarterly reports to show progress of core calls and customer satisfaction
Identify new opportunities for revenue and improved service
Train current and new associates on approved work instructions
Ensure customer(s) EPA program compliance through timely communication with dealers
Take details of customer complaints and/or requests and work to resolve them in a timely manner with the goal of maintaining Customer satisfaction.
Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
Check to ensure that appropriate changes were made to resolve customers' problems
Contact customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments
Refer unresolved customer grievances to designated departments for further investigation
Create/Approve/Cancel Material Shipping Orders (MSO’s)
Update customer account information
Upon request from Customer, make outbound core calls in order to fill core shortages for the Suppliers and track the results of such projects
Support Program Manager in growing accounts, tracking efficiencies, and keeping resolution time to a minimum.
Create work instructions

WORKING CONDITIONS

Work is performed mostly in a controlled atmosphere. Some exposure to harsh conditions—such as: dust, fumes, noise, and varying temperatures—for short periods of time is possible. While performing the duties of this position, the employee is regularly required to walk, stand, use hands and fingers, grip, handle or feel; reach with hands and arms climb or balance; stoop, kneel, crouch or crawl and talk and hear. The Customer Service Representative will be required to sit 80%, stand 10%, and walking 10% of the work day. The ability to lift and carry 10 – 25 lbs. for short distances may be required.

All employees are required to follow safety standards and wear all personal protective equipment in designated areas.

JOB SPECIFICATIONS

Education & Experience

High School diploma or GED
PREFERRED: Bachelor’s degree is a related field
PREFERRED: 5 years’ experience of customer relationship management (CRM)

Skills

Communication: Excellent oral and written communication as appropriate for the needs of the audience, including presentation and analytical skills
Organization: Time management, attention to detail, ability to multi-task and prioritize
Technology: Solid computer proficiency with an in-depth knowledge of Microsoft Office & Windows based programs
Independence: Being a self-starter and developing one’s own way of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done
Flexibility: Being open to change (positive or negative) and utilize effective change management techniques
English Language: effectively understand the structure and content of the English language, including meaning and spelling of words, rules of composition, and grammar
Basic Math: effectively use basic math to solve problems

Behaviors

Must be extremely reliable, responsible, dependable, in order to fulfill obligations
Embrace opportunities to expand personal competencies and capabilities through training & education
Engage and support Logistics’ safety culture and efficient operation of the business and maintain positive working relationships with employees across the organization.
Participate in and support the principles of Great Game of Business and Open Book Management

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