Job description

Primary Function

The Customer Service Team Lead is responsible for overseeing the Order Fulfillment team with a primary focus on maintaining daily operations by training and coaching, reviewing the quality of order entry and the Customer Service database, and generating interdepartmental communication.

Responsibilities

• Serves as a subject matter expert (SME) answering questions and providing reliable and ongoing support of the Order Fulfillment team on processes, systems, and troubleshooting
• Make assessments of overall workload and productivity of the department and takes appropriate actions to keep workflow balanced and efficient
• Responds promptly to customer needs and requests for service and assistance to ensure that inquiries are resolved within an agreed upon service level response time
• Contributes towards continuous improvement of the Order Fulfillment process by working with supervisor on departmental needs
• Fosters a positive work environment that engages its team members to achieve department goals
• Is held accountable for aiding team in achieving important customer service-related metrics—average number of orders processed, order quality and error rate, call working rate, and others.
• Completed special projects and reports as assigned by supervisor/manager
• Other duties as assigned.

Qualifications

• High school diploma or equivalent
• 3+ years of customer service experience or experience in an equivalent department required, in order to be able to provide troubleshooting assistance
• Excellent communication skills, verbal and written
• Proficient computer skills in MS Office applications: Outlook, Excel, Word, Teams, etc.
• Available to work flexible hours and overtime when needed
• Self-motivated, capable of working with minimal supervision
• Excellent attendance and punctuality

​​​​​Additional Preferred Qualifications:

• SAP knowledge/experience
• Prior leadership experience
• Associate’s degree

We Offer

Competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.

Job Type: Full-time

Pay: From $40,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid remote
• Office

Ability to commute/relocate:

• Lebanon, TN 37090: Reliably commute or planning to relocate before starting work (Required)

Work Location: Hybrid remote in Lebanon, TN 37090

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