Customer Service Representative Team Lead
About The Position
Under supervision from a manager, the Customer Service Representative Team Lead provides oversight of the Customer Service Department and ensures compliance with Ryder policies and procedures. This role involves leading assigned personnel to ensure Customer Service tasks and functions are completed to maintain customer satisfaction. The Team Lead will interact with customers and contractors, answering questions regarding shipment times, product cuts, loads not picked up by the carrier, and damage claims, while also problem-solving. Additionally, the role includes conducting accuracy/quality reviews of CS processes, assisting with employee training, handling escalated issues personally or escalating to management, and performing/supporting daily CS tasks as directed by a supervisor or manager.
Requirements
- H.S. diploma/GED required
- Three (3) years or more customer service experience within a warehouse required
- Three (3) years or more experience as a supervisor or lead required
Nice To Haves
- Comfortable with unsupervised customer engagement
- Ability to coach and lead a team of hourly employees is a plus
- Experience using MS Office including Outlook and Excel is a plus
Responsibilities
- Lead assigned personnel and ensure CS tasks and functions are completed to maintain customer satisfaction.
- Interacts with customers and contractors, answering questions regarding shipment times, product cuts, loads not picked up by the carrier, and damage claims, problem solving.
- Conduct accuracy/quality reviews of CS processes to ensure that quality is being maintained.
- Assist with training employees in processes when necessary.
- Ensure that any escalated issues are handled either personally or brought to the attention of manager for resolution.
- Perform and support all job requirements as directed by supervisor and/or manager, assist with daily CS tasks.
- Performs other duties as assigned.
Benefits
- Medical, Dental, Vision Benefits start at 30 Days
- 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
- Paid time off within your first year
- Up to 12 weeks paid maternity leave
- medical, prescription, dental, vision, life insurance and disability insurance options
- paid time off for vacation, illness, bereavement, family and parental leave
- tax-advantaged 401(k) retirement savings plan
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
1,001-5,000 employees
