“We are quality in all we are and all we do.”
Customer Service Lead Representative
The Customer Service Lead Representive oversees and leads our customer service specialist towards achieving 100% customer satisfaction and prompt response to customer inquiries. You will be part of a Team assisting customers in not only the United States but 50 countries, by providing them solutions with the fight against drugs.
Areas of Responsibilities
- Ensure the use of a positive tone and voice inflection when communicating with customers and co-workers.
- Stay informed regarding product availability
- Assist sales specialists, as needed, with reorders and online customer payments if they are declined
- Ensure that the customer service team has excellent communications, problem solving and professional phone etiquette skills for achieving customer satisfaction.
- Review and stay informed of "pending" online orders to ensure departmental follow-up
- Address and follow up on any invalid SKU’s online orders
- Educate customers about American Screenings product and services.
- Ensure customer orders are being processed per departmental policies and procedures
- Review the Returns report and take action, as needed
- Ensure all sales credit applications are going to the Accounts Receivable Manager
- Assist customers with background check set up and answer questions as needed.
- Work with Sales Manager and Warehouse Manager via CRM, Zendesk, etc. to make sure returns are process timely.
- Perform other job related duties as assigned by management.
Qualifications Required for Position
- Customer Service and/or Sales management experience
- Strong understanding of customer and market dynamics and requirements
- Great customer service and interpersonal skills
- Able to operate in a fast-paced, changing market environment with a “can do” positive attitude
- Adept at multi-tasking
- Strong leadership qualities
- Client focused attitude
- Comfortable problem solving and taking ownership
- Above average time management skills
- Communication proficiency-written and verbal
- Teamwork driven