Customer Service Lead

1 week ago

Toronto, Canada NFI Industries Full time

The Customer Service Lead is responsible for making sure that all customer inquiries/requests are addressed as per customer specifications. This would include responding to customer inquiries processing orders & receipts, handling complaints in a
prompt, courteous and effective manner. Other responsibilities involve scheduling and supervision of CSR/Office Clerks.

**Essential Duties & Responsibilities**:
Interacts in a good working relationship with customers by responding to all inquiries and complaints concerning work orders, invoices, shipments, inventory counts, etc. in a courteous and effective manner.

Ensures Inventory count requirements are met as per SOP’s.

Coordinates special and last minute shipping requests, expediting any order as necessary.

Provides follow up with other departments to ensure service standards are being met.

Assures proper invoicing of accounts by verifying electronic invoices.

Maintains damage records and back order logs.

Communicates customer feedback to management including any concerns or complaints.

Acts as a liaison between the operations team and the customer in administration of the accounts, and between the accounting team and customers regarding invoicing and credit changes.

Oversees all paperwork associated with orders and maintain the corresponding logs/files.

Brainstorms and suggests new ideas to management on how to improve processes.

Communicates professionally, both orally and written, to internal and external partners.

Communicate problems, concerns, and ideas to management; assists in finding solutions.

Trains, supports & leads new and current CSR’s on company SOP’s and customer specific requirements.

**Requirements**:
2 or more years of related experience in customer service

Excellent customer service skills

Excellent oral and written communication skills

Shipping software systems including UPS and Federal Express

HS diploma or equivalent

**Other**:
Must be able to work in varying facility conditions. (Might need to work in warehouse
from time to time).

Ability/availability to work irregular or extended hours including nights, weekends and holidays as needed.

Must be willing and able to serve as a back up to the Customer service supervisor and ensure coverage for vacation or when required.

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