Customer Service Lead

Lakeshirts•Detroit Lakes, MN

42d•Hybrid

About The Position

We're looking for two leaders who embrace the philosophy that customer service is an attitude and contribute to WOWing customers. This position requires working well under pressure, handling conflict positively, and maintaining an even keel. The Customer Service Team Lead will act as an active Rep Coordinator, lead a team of Resort or College RCs and supporting roles, and collaborate with other leads/trainers to communicate and maintain standards within each division. The role is open to onsite at World Headquarters in Detroit Lakes, MN, or remote for residents in specific states. Lakeshirts | Blue 84 is one of the largest privately-owned screen-printing manufacturers in the United States, decorating and distributing garments for the resort, college, and K-12 markets. The company employs over 500 people at its Detroit Lakes, MN headquarters, proudly producing 35,000+ garments daily. The company prides itself on its unique, non-corporate culture and seeks committed individuals who will embrace its values.

Requirements

At least 2 years of leadership experience managing a minimum of 5 employees
Must have the skills, curiosity, and desire to run & scour Excel reports through the use of filters, pivot tables, formulas, etc., to identify potential bottlenecks or issues that need to be addressed on a daily basis
Ability to multitask, problem solve, and pay attention to detail
Independent decision-making skills with reason and good judgment
Ability to work well in a team
Must be reliable, responsible, flexible, and take direction well
Must be able to handle multiple interruptions and follow through
Excellent communication skills, both written and oral
Proficiency using technology, such as PowerPoint, Excel, and Word, to be organized and efficient
Welcoming of change, nimble, and open-minded
Personable, friendly, energetic, humble, optimistic, and have a good sense of humor
Excellent verbal and written communication skills
Must have an ability to recognize our culture, contribute to it, and be a part of it. Big egos, game players, "me firsts", entitled, and other such traits need not apply.
For remote team members: reliable internet connection with a minimum download speed of 100 megabits per second (Mbps) (recommended 200 Mbps)
For remote team members: internet connection with a minimum upload speed of 20 megabits per second (Mbps) (recommended 50 Mbps)
For remote team members: Must have both Cable and DSL for Internet Types
For remote team members: Must supply their own equipment (including but not limited to monitors, cameras, and computer accessories)
Chromebooks are not compatible with our systems
Employee must be able to see and hear, read and write
Requires good judgment, people-oriented, flexible organized diplomatic, reliable, enthusiastic, courteous, helpful, patience

Nice To Haves

5 years of Customer Service experience
Love dogs
Two monitors for work tasks (recommended for remote employees)

Responsibilities

Manage daily support for your assigned sales rep base and maintain standards of service
Work closely with the manager and trainer to field questions and concerns
Work with the production team to ensure customer requests are met
Reassign work and adjust team focus as necessary to ensure deadlines and daily needs are met
Communicate urgent division needs or flag upcoming orders with special needs
Work closely with other leads throughout the necessary departments at Lakeshirts to uphold standards and communicate changes to the team in a timely manner
Ensure service level agreements are being met by the team and contributing departments
Communicate with reps, customers, and fellow employees on the phone, in person, and via email in a manner that is professional and MN nice; working with RCs on the team to ensure the same
Conducts weekly check-ins with the team and reports performance to the Customer Service Manager
Communicate inconsistencies in standards to the Customer Service Manager
Collaborate with the Customer Service Manager to overcome any team member concerns and performance issues
Conduct quarterly performance and yearly increase reviews with employees in conjunction with the manager
Review processes periodically to increase efficiency
Manage payroll and attendance for the team