Customer Service Team Lead

W.S. Badger Company•Gilsum, NH

17d•Onsite

About The Position

The Customer Service Team Lead supports the Badger mission and principles by ensuring exceptional customer service to our customers, from incoming calls through accurate order processing. This position is responsible for training, and providing daily supervision of the CS team, and holds primary responsibility for coordinating all orders as they arrive at Badger – from receipt through shipment. The Customer Service Team Lead also supports the Sales Team in facilitating new programs and troubleshooting issues as they arise, and represents Badger's products, people, philosophy, policies, and materials in a positive and meaningful way.

Requirements

3-5 years of experience in a customer service role, with a demonstrated track record of resolving customer issues and improving service processes
Prior experience in sales or a sales-support function, with an understanding of order processing, account management, or upselling/cross-selling techniques
Experience supervising, mentoring, or leading a team preferred; candidates with informal leadership experience (e.g., training new hires, leading process improvements) will also be considered
Exposure to project management principles or experience coordinating cross-functional initiatives is a plus
Must demonstrate a high level of comprehension of the company’s products, natural and healing products, and communicate the value of these products.
Strong computer skills required, including Windows Office, Outlook, order entry systems, SYSPRO ERP software, have comfort level maintaining databases and creating informative reports.
Proficiency with customer service and CRM platforms (e.g., Gorgias, Zendesk, or similar) and comfort learning new software systems
Strong oral and written communication skills.
Ability to multitask, prioritize, manage time efficiently, work seamlessly across all departments, and be a strategic thinker.
Highly organized and detail-oriented with the ability to see the larger picture.
Capacity to flourish in an environment of rapid change and high ambiguity.
Ability to work well independently, think creatively and be a constructive, helpful team member.

Responsibilities

Schedule daily coverage for all essential CS tasks (phone, email, data entry, retail customer service, and returns processing), including off-hours coverage for weekends and holidays as needed for online sales
Ensure CS systems and phone coverage are available during all CS rep working hours, and all sales folders are attended to daily
Ensure all data entry is accurate, timely, and complete
Manage all Key Account and International order processing and work cross departmentally to ensure timely and accurate shipment of orders
Coordinate training for new team members, ensuring all staff are properly trained on current systems, policies, and procedures, including refreshers and updates
Reviews and prepares CS team timecards
Manage phone system
Lost sales reporting
Maintain regular communication with the Sales Operations Manager regarding staffing gaps, operational bottlenecks, and emerging team issues to support timely and effective problem-solving.
Give feedback for alignment building process.
Answer incoming calls and voicemails in a timely manner, assisting callers with all questions, concerns, and issues
Enter orders received via all CS channels into Syspro as needed
Distribute orders received via all CS channels to Customer Service Team for entry
Conduct morning and afternoon daily order coordination reporting to Customer Service, Sales, and Operations
Monitor order volumes with all CS team members and continue to distribute or reallocate orders throughout the day.
Coordinate Key Account and International order (large order) process: Enter and confirm all large Key Account and International orders received
Maintain the Key-Int’l Order Update spreadsheet to keep an accurate list of all new and pending large orders
Conduct weekly large order review in coordination with the Large Order Team
Communicate shipping and stocking status to all Key and International Accounts
Coordinate payment and shipping details with customers and internally
Manage stock communications and Shopify/Faire inventory for in-stock/out-of-stock updates and determine out-of-stock process (i.e., backorder, cut, order re-dating)
Coordinate order entry for all free fill & promotional orders for chains
Coordinate entry of Rep and Key Account mailings and communicate special packing requirements and shipment details cross departmentally
Ensure that a back-up is in place to complete order coordination tasks in your absence
Enter Web inventory reconciliation orders daily
Answer account requests and resolve concerns in a timely and fair manner in consultation with other teams
Enter and update contract pricing in Syspro for all key accounts
Maintain positive relationships with International and Key Account buyers
Maintain and communicate new products, product changes, pricing changes or discrepancies, terms, and special allowances, including updating international pricelists and sending admin notices for international accounts
Complete all new international vendor paperwork and set up new international distributor and key accounts in SYSPRO, communicating special requirements (labeling, packaging, shipping, import/export documentation, etc.) to the Fulfillment and Ops teams; create price lists if necessary
Create order entry procedure documents for all new key and international accounts and update as necessary
Ensure all required paperwork is received prior to shipping key account opening orders
Manage Gorgias platform maintenance and updates
Perform Brand level E-Commerce administration: manage stocking position, overstocks, bundle management (badgerbalm.com, Faire)
Manage MAPPTrap Platform
Perform internal document maintenance for new products, product changes, and price changes
Keep up-to-date and current about Badger products and ingredients through programmed and self-guided trainings
Help to follow up on order questions as needed
Coordinate shipping timelines and logistics internally and externally
Other duties, as assigned