Customer Service Team Lead

Trulite Glass & Aluminum Solutions•Lithia Springs, GA

2d•$25

About The Position

Supervisor level Customer Service Representative that provides customer service support to the organization by telephone, fax, or central workflow systems by obtaining, analyzing, verifying the accuracy of order information and customer requests in a timely manner. Initiates and/or implements corrective action as needed to ensure that an excellent standard of service and a high level of Trulite’s Platinum customer service levels are maintained.

Requirements

5-8 years of customer service or relevant experience and High School Diploma or equivalent required.
Must be able to multi-task, be organized, efficient, and accurate.
Self-motivated and goal-oriented person with a drive to succeed to maximize business results.
Fosters a whatever it takes attitude to get the job done.
Must have excellent communication (written and oral), interpersonal, conflict management, and time management skills.
Experienced user of Microsoft Office 365 suite.
Listening skills and data collection with attention to detail are essential.
Ability to calculate discounts, fractions, percentages, area circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Nice To Haves

Related glass and aluminum work experience preferred.

Responsibilities

Answer customer service calls within defined key performance indicators.
Manage the process of receiving, preparing, and verifying the accuracy of orders from customers utilizing the company’s internal central workflow systems and customer purchase orders.
Initiates required action for response to customer service requests for new orders and change requests, including the accuracy of order/customer information and communicates changes to the appropriate departments.
Assists in proofreading entered orders and ensures that the correct information is being applied prior to final confirmation.
Collaborates with all branch department leads to make sure that the requested order(s) meet the customer’s expectations.
Communicates effectively and timely both verbally and in writing.
Subject Matter Expert on all product types, codes, processes, and the systems (Axapta/Support Center Plus)
Ensure team receives all training required to perform assigned roles.
Backup to customer service manager.
Handles or refers complaints of product or service failure to the appropriate department for investigation.
Conducts follow-up phone calls within 2 hours to respondents who have concerns or questions.
Prepares price quotations on items contained in the price book creates quotations as required.
Works with the sales, organization’s other branch/regional locations to resolve problems, facilitates solutions and enhance the customer service offerings.
Answers customer’s technical questions regarding products and services.
Attends regular customer service / branch meetings.
Support and participate in the organization’s continuous improvement program and product training courses.
Perform other related duties and provide back-up support to other group members as assigned by management.
Ensure correct warranties are distributed as requested.
Adhering to AR processes to meet internal and customer requirements.
Processes COD/CIA customer payments.
Participates in training when required.
Reinforce Trulite’s mission and values, by fostering the company’s expectations for customer service.