Customer Service Lead

2 weeks ago

Delta, 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.

**Shift Days/Times 7:00am-3:30pm**

**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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