Customer Service Operations Lead

Role Overview

• Achieve customer metrics to ensure performance goals are successfully met, decrease incident rates, comply with Standard Operating Procedures (SOPs), etc.
• Monitor calls and be prepared to de-escalate calls.
• Oversee all paperwork associated with orders and maintain the corresponding files
• Maintain a current procedure book for the customer service jobs and functions
• Act as a liaison between operations and the customer, in administration of accounts and between the office and customer regarding credit charges
• Coordinate special customer requests with the transportation and operations departments, expediting orders as necessary
• Compile statistical information from manifest data and prepares related reports.
• Help lead the execution of daily dispatch to include the planning, delivery, monitoring of assigned loads, drivers, and equipment in tandem with the customer's requirements for production plans, routes and schedules
• Maintain a good working relationship with customer(s) by responding to all inquiries and complaints concerning shipments, inventory count requests, etc., in a courteous and efficient manner

Requirements

• H.S. diploma/GED required
• Three (3) years or more Customer Service experience required

Benefits

• Medical, Dental, Vision
• 401 (K) Savings Plan with a company match
• Discounted employee stock purchase options
• Quality employee discounts that actually save you money on tools, cars, appliances, travel and more
• All major holidays paid and Paid time off within your first year
• Up to 12 weeks paid maternity leave