Customer Service Lead - SRC Logistics - Illinois, Inc. at SRC Holdings Corporation

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