Provides support to the Customer Service Manager by focusing on process improvements and special projects within the department. The CS Team Leader will pool orders for their respective area and will ensure the manufacturing facilities are loaded with the appropriate number of loads. In addition to performing the responsibilities of a Customer Service Representative for their assigned territory, the Team Leaders will also assist the Customer Service Representatives with issues, questions, or problems concerning customer orders and will conduct job-related training for new hires and cross training for other department members, as needed. The CS Team Leader will also approve credits (up to a specified amount) and will work closely with the manufacturing facilities to expedite orders in an effort to achieve optimal customer satisfaction.
Perform all Customer Service Representative functions for assigned territory. Must be crossed trained in all areas of the department.
Pool orders for respective area and ensure that manufacturing facilities are loaded with appropriate personnel to expedite customer shipments to ensure maximum customer satisfaction.
Work with manufacturing facilities and appropriate personnel to expedite customer shipments to ensure maximum customer satisfaction.
Assist Customer Service Manager by focusing on process improvements and special projects within the department that will increase customer satisfaction.
Approve credits up to a specified dollar amount (if applicable).
Assist Customer Service Representatives with any inquiry or problem concerning customer orders. Provide prompt and efficient response and resolution to each inquiry; such inquiries or problems could involve product quality, coordination of deliveries, availability of product, customer pricing and/or billing, etc. Seek assistance from Customer Service Manager, as needed, and inform Customer Service Manager of potential customer problems and issues.
Provide training to new Customer Service Representatives and cross training, as needed to other Customer Service Representatives. Cross training may include training in such areas as pooling, EDI, consignment, etc.
Assist Customer Service Manager by providing input on performance evaluations for Customer Service Representatives and other Customer Service support positions.
College level or equivalent experience is preferred.
Minimum of five years experience in a responsible position tasked with meeting or exceeding customer expectations. Direct experience dealing with Ply Gem customer service preferred.
Must possess the proven ability to converse well, both orally and in writing, with all customers at all levels of management and with key manufacturing facility representatives. Must be able to multi task and work in a team concept. Ability to check and enter data in multiple systems. Focused attention to detail due to many and overlapping responsibilities. Must be proficient in using Microsoft Office based software such as Excel, Word, Access, etc. Familiarity with JD Edwards preferred. Should be able to quickly assess potential customer issues and identify methods of resolution. Should possess the proven ability necessary to influence the sale of company products.
Should be tactful, courteous, and possess a thorough knowledge and extensive technical knowledge of all company products. Should additionally have or be able to develop the ability to identify potential methods for increasing customer satisfaction.