Customer Care Team Lead

ITW•Piqua, OH

2d•Onsite

About The Position

This position is responsible for tactical day to day work instructions while leading a team of non-exempt and exempt employees to provide exceptional customer service by responding to customer questions, complaints, inquiries, and orders for the organization’s products and/or services. The position requires strong communication and problem-solving skills, as well as a high level of accuracy.

Requirements

Recommended at least an Associates degree or a minimum of 4 years of relevant experience.
Customer Service - highly professional demeanor with excellent telephone skills and etiquette. Utilizes various interpersonal styles and communication methods to positively assist and influence customers.
Demonstrates basic mechanical aptitude and ability to read parts manuals.
Understanding of basic math (addition, subtraction, multiplication, division, calculations of percentages).
Ability to comprehend specifications provided within orders and translate them to the desired parts per Purchase orders.
Basic knowledge of / working knowledge of Windows applications and Microsoft Office programs such as Word and Excel.
Must be dependable, have good attendance, be punctual, and have a positive attitude
Prioritizes regular workload, special tasks, and concurrent projects, allocating time and resources to ensure that work is completed accurately and efficiently within established time frame.
Demonstrated ability to communicate orally with individuals from within and outside of the organization.
Proficient with Microsoft Office Products to include Outlook, Word, and Excel
Requires strong interpersonal skills working with internal and external customers
Be able to handle multiple priorities in a fast-paced environment
Possess a great attitude and professional demeanor
Proven ability to multi-task and work independently

Nice To Haves

Knowledge of distribution and supply chain operations is preferred.

Responsibilities

Assisting team with escalations, questions, and monitoring team performance.
Empowering team members with skills to improve their confidence, product knowledge, and communication skills.
Coordinate and monitor work activities to achieve expected volumes and operational requirements to meet Customer Care metrics.
Develop strong relationships with customers by understanding their needs and recommending solutions creating customers for life.
Provide compliant, accurate, valid, and complete information for the customer by using the right methods/tools.
Communicate customer requirements to internal customers to ensure proper execution at the time of service.
Ensure that all contractual commitments are being met throughout all stages of the process.
Act as a liaison between internal customers and external customer/dealer to provide ongoing, consistent, and timely communication.
Plan, direct, supervise, and evaluate workflow.
Train, assist, and lead other assigned Customer Care Representatives with all aspects of customer service when needed.
Responsible for application and day-to-day organizational policies and procedures.
Identify and facilitate process simplification opportunities to drive improved customer service in cooperation with Customer Care Supervisor/Manager
Drive and clarify processes for internal and external customers.
Identifies and directs training needed by team based on analysis of issues and inquiries.
Other duties and special projects assigned by management.