Senior Customer Service Representative

Job description

Job Title:

Senior Customer Service Representative

Position Overview:

We are seeking a highly motivated and experienced Senior Customer Service Representative to join our team. This individual will lead our customer service team, ensuring outstanding support to our customers and sales team. The ideal candidate has 3-5 years of experience in customer service within the wholesale or trading industry and is adept at problem-solving, process improvement, and fostering strong customer relationships.

Key Responsibilities:

Customer Service Leadership:

• Supervise and mentor the customer service team, fostering a culture of excellence and continuous improvement.
• Develop and implement best practices for delivering outstanding customer support.
• Ensure prompt and professional responses to customer inquiries via phone, email, HubSpot, and Google Sheets.

Customer Relationship Management:

• Build and maintain strong, long-term relationships with key customers and business partners.
• Address customer concerns with professionalism and urgency, ensuring high levels of satisfaction.
• Monitor customer interactions to identify trends and opportunities for improvement.

Order and Logistics Coordination:

• Oversee the order management process, ensuring timely and accurate processing of customer orders.
• Provide regular updates to customers on order status, shipping, and any potential delays.
• Collaborate with logistics and production teams to ensure seamless order fulfillment.

Dealer Content & Online Presence Monitoring

• Regularly review dealer websites and social media platforms to ensure company product information, specifications, and images are accurate.
• Flag and follow up on outdated or incorrect content with dealers.
• Provide updated product details and marketing assets when needed to maintain brand consistency.

Process Optimization & Reporting:

• Analyze customer service processes and recommend improvements for efficiency and effectiveness.
• Generate and review reports to track customer service metrics, identifying areas for improvement.
• Ensure accurate data entry and maintenance of customer records in the CRM system.

Product Knowledge & Upselling:

• Maintain an in-depth understanding of the company's products and services.
• Train team members on product features, updates, and policies to enhance customer support.
• Identify opportunities for upselling and cross-selling to maximize customer value.

Team Collaboration & Training:

• Work closely with internal departments, including sales, production, and logistics, to align customer service efforts.
• Train new customer service representatives, ensuring they understand company policies, procedures, and expectations.
• Conduct regular team meetings to discuss updates, challenges, and process improvements.

Professionalism & Customer-Centric Approach:

• Maintain a positive and professional demeanor in all customer interactions.
• Handle escalated customer issues with patience, empathy, and tact.
• Foster a team culture focused on proactive problem-solving and excellent service.

Qualifications:

• 3-5 years of experience in customer service, preferably in the wholesale or trading industry.
• High school diploma required; a bachelor's degree in business, communications, or a related field is a plus.
• Strong verbal and written communication skills in English; additional language proficiency is an asset.
• Proficiency in CRM tools (e.g., HubSpot) and Google Suite (including Google Sheets).
• Exceptional problem-solving and conflict-resolution skills.
• Strong organizational abilities with the capacity to multitask in a fast-paced environment.
• Ability to work independently but escalate effectively when required.
• Experience in handling claims and complaints is highly preferred.
• Proven ability to develop and implement customer service strategies that enhance the customer experience.

Why Join Us?

We take pride in fostering a collaborative and dynamic work environment where employees are empowered to grow and succeed. As a Customer Service Supervisor, you will play a key role in shaping customer experiences and driving the company's success.

Apply Today

If you are passionate about delivering top-tier customer service and ready to lead a dedicated team, we encourage you to apply and become a valued part of our organization.

Job Type: Full-time

Pay: $50,000 per annum + bonus eligibility (after probation)

Expected Hours: 40 per week

Additional Pay:

• Overtime pay

Benefits:

• Dental care
• Extended health care
• Life insurance
• On-site parking
• Paid time off

Schedule:

• Monday to Friday

Work Location: In person