Customer Service Lead

Customer Service Lead Job Description:
The Customer Service Representative will interact with the companies' customers by taking orders and addressing inquiries and resolving complaints. This position will make use of a comprehensive online ordering system, and staff a busy phone system. We have a casual office environment. The position is office based.
RESPONSIBILITIES:

• Provide informative and responsive service to our highly valued wholesale customers.
• During the day provide a live response to customers for a high volume of incoming calls.
• Receive telephone calls, emails, and voicemail orders that require immediate follow-through to ensure real-time delivery schedules are met.
• Manage special requests and problem solving with customers using the highest levels of professionalism.
• Manage outbound communications regarding product backorders and assist outside sales and inside operations staff with varying special projects.
• Provide ultimate service and always meet the requirements of our customers. Remote work as daytime CSR is appropriate only with manager approval and after consideration of the effect on customers, co-workers, and management.
• Answering incoming calls(talking orders, submitting credits and special orders, searching for information on ETA of delivery,) and solving problems by closely working with Shipping and Purchasing.
• Make outbound calls are designed to fill in the downtime between incoming calls.
• Continuously being available to other teammates for guidance, training, and or problem solving.
• Is the responsible team leader when the Customer Service Manager and Supervisor are not available or in the building.
• Manages Customer Service Credits.
• Will be involved in creating marketing for the company through social media management and adding material to our newsletter.
• Other duties as assigned.

SKILLS REQUIRED:

• The ability to multi-task
• Meet deadlines.
• Communicate effectively with internal and external customers.
• Pleasant and professional phone manner
• Extensive data entry
• Computer skills to include Microsoft Office
• Ability to use basic office equipment: multi-line phone, fax, scanner, 10-key.
• Maintains composure under high volume.
• Strong aptitude to juggle multiple, detailed tasks simultaneously.
• Enjoy speaking with those who love high-quality food.
• Above average speed and accuracy in computer order entry while talking with customers.
• Excellent command of the English language.
• Willingness to be flexible and upbeat.
• Ability to prioritize and manage a constantly changing demand.
• This position is a first shift, full-time, 40 hours per week Monday through Friday with a Saturday rotation every four weeks.
• Provide solutions to client/customer and contribute to continuous improvement initiatives.
• 5+ years of relevant work experience

Education and Experience:
High school diploma or equivalent.
Customer service experience required.
Competitive pay based on experience and ability.
Benefits:

• Company Incentives
• Medical with a Generous Employer Contribution
• Employer Paid Short Term Disability
• Dental
• Vision
• Life
• Many other insurance options
• PTO
• Employee purchase program, buy from us at cost!

Physical Requirements:
Prolonged periods sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.