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Customer Service Lead

Waukegan, IL

Order: 536137
Temp To Hire

This position is responsible for all administrative aspects of the Lead Support functions, such as order and call processing, general inquiries, and basic reporting. The Level I Lead Support coordinates direct reports’ daily workflow, assists in identifying and scheduling their training needs, and communicates performance feedback, both to the direct reports and the Supervisor. This position has responsibility to coordinate team workflow to meet required performance standards established for the given business unit.

Duties:

  • Monitor and administrate various records and reports, i.e. workflow and volume

  • Assist with direct order processing

  • Monitor team performance on Balance Score Card against established goals

  • Respond to inquiries/correspondence from internal/external customers and/or suppliers

  • Monitor daily shifts, time, and attendance

  • Administer account policy/process for at least one major customer base

  • Audit orders for consistent quality

  • Coordinate necessary support for direct reports, to ensure timely customer satisfaction

  • Identify and appropriately communicate/assist in the resolution of product quality and service issues

  • Communicate opportunities to management with recommendations or solutions

  • Monitor CSR call process efficiency/quality

  • Represent Customer Service on quality/process improvement teams

  • Assist Supervisor with Performance Management processes

  • Facilitate associate growth in teaming/soft skills

  • Communicate individual performance feedback to associate and supervisor to ensure goals are achieved

  • Assist associates with order entry/processing questions

  • Identifies and schedules training needs to aid associate in meeting job expectations and to further associate growth and development

  • Mentor direct reports to encourage process improvement

  • Resolve customer issues that cannot be handled by CSR/Order Entry associate

  • Demonstrated ability to lead associates servicing at least one customer base

Skills:

  • Certified as Level II Team Member and/or Team Leader

  • Excellent problem-solving skills

  • Excellent communication skills (written, oral, listening, approachable)

  • Excellent conflict resolution skills

  • Ability to multi-task – organizes and prioritizes appropriately

  • Basic product knowledge

  • Skill in assisting CSRs in troubleshooting and product installation

  • Good personal computer skills, ie, systems, order management, data bases and other information retrieval systems

  • Ability to Coach/Mentor direct reports

  • Good decision making and judgment

  • Must be capable of dealing with ambiguity

  • Skilled in developing and analyzing routine data to maintain goals

  • Deliver effective presentations to individuals, small groups, peers and direct reports

  • Ability to travel on commercial transportation

  • Ability to maintain confidential information

  • Uses project plan and project schedule methodology

  • Clearly defines and utilizes processes in daily work

  • Knows SWF team structure, roles and responsibilities

  • Integrates process methodology into daily work: MPI, QAT, 5S, 6D, Q@S, etc.

  • Identifies gaps using tools such as Baldridge criteria, WI Forward Award criteria, GPTW, IDP, etc

  • Establishes forums to share best practices

Education:

  • High School

  • Experience: 1 year of customer service experience