Customer Service Lead

JOB SUMMARY:

Responsible for entering orders. Supporting training and coaching for the order entry department to ensure that all orders are entered correctly before delivery to Manufacturing.  Performs high-level customer service activities.  Assists co-workers with complex tasks. Performs other duties as required.

ESSENTIAL JOB FUNCTIONS: Include but are not limited to:

• Coordinates with distributors, reps, and others as needed to ensure orders are entered as the customer intended and clarifies all uncertainties.
• Assists order entry personnel to ensure complicated, highly configurable, or other high-profile orders are entered correctly. Facilitates resolution of issues on questionable and/or unclear orders.
• Follows up on past due orders, and coordinates with production, shipping, and others as needed assuring that priority orders receive the necessary attention.
• Coordinates with order entry, production, shipping, and others to process high-profile orders in an expedited manner, this could include “try me” orders, demo orders, new customer first POs, past due POs, and order recall POs.
• Monitors order recall, and cancellation process, and retrieves paperwork as needed.
• Validate RMA/Credit paperwork as needed.
• Supports workload balance evaluation and work distribution within the department and ensures staff members are available to assist with customer calls.
• Handles complex issues and assists staff in dealing with irate customers.
• Provides minor technical advice regarding products to customers.
• Prepares and compiles various reports including short reports, open orders released reports, territory performance reports, weekly invoice reports, past due invoice reports.
• Assures literature requests and sales leads are processed promptly.
• Participates in the DCE process as needed.
• Understand international shipping requirements.
• Attends industry affairs including SHDA and other customer and distributor events.
• Participates in presentations/demonstrations promoting the product at various industry meetings and tradeshows.
• Attends company meetings as needed including process improvements, DCE, territory performance review, past due invoices, and others as required.
• Supports manager with implementation of procedures to ensure customer inquiries and complaints are addressed per organizational objectives.
• Supports manager with the supervision of customer service representatives, and technical and administrative support staff as needed. Trains new order entry personnel.
• Supports manager in the development and administration of departmental operating budget, goals, objectives, and performance measures).
• Supports manager in the development and maintenance of key performance indicators (KPIs) to track customer concerns, complaints, resolution timelines, efficiencies, improvement opportunities, etc…
• Supports manager in providing job quotes and processing international proformas.
• Maintains frequent contact with internal staff and external vendors and/or consultants.
• Supports manager in solving problems or conflicts by interpreting and applying policy.
• Supports manager in development and maintenance of customer service department succession plan and cross-training to ensure business continuity.
• Maintains the cleanliness, organization, and safety of the work area; follows safe working practices and wears required personal protective equipment.
• Follows established procedures and/or guidelines in performing essential job functions to comply with all company policies and applicable legal requirements.
• Performs related duties as assigned.

Qualifications:

Associates degree from an accredited institution/college or university in Marketing, Business Administration, or a related field and three years of customer service/billing experience; or an equivalent combination of education and/or related experience. Bachelor’s degree in marketing, Business Administration, or a related field and 4 years’ experience preferred.

• Knowledge of principles and practices of customer service.
• Initiative and the organizational ability for effective time management and ability to adjust priorities in a fast-paced environment to meet deadlines.
• Knowledge of and skill in operating personal computers and other office equipment.
• Skill in reading, analyzing, and interpreting sales reports, and data and ability to maintain records, and documents and compile and organize reports accurately.
• Ability to read and interpret schematics, prints, and engineering documentation.
• Ability to communicate in a clear, concise manner, listen attentively, provide instruction to others and provide customer service tactfully verbally and in writing internally/externally.
• Ability to supervise professional, technical, and support staff.
• Ability to establish and maintain effective working relationships internally and externally.
• General knowledge of commercial security and door hardware products preferred.
• Be willing to work weekends and extended hours as required.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made for individuals with disabilities to perform essential functions.

• Must be able to lift, carry, push, and pull or move objects up to 30 pounds.
• Subjected to sitting for prolonged periods of time and twisting and reaching occasionally.
• Visual acuity, speech, and hearing; hand-eye coordination, utilize near and far vision, depth perception, and manual dexterity necessary to work with various materials and operate basic office equipment which are essential aspects of this position.