Customer Service Team Lead - MCR Safety

Bunzl Career • Collierville, TN

11d • Onsite

About The Position

MCR Safety, a Bunzl company is now hiring for a Customer Service Lead, based at the headquarters in Collierville, TN. The Customer Service Team Lead will provide quality and efficient customer service through the daily oversight and direction of the customer service team; to assist the Dir, Customer Care with team member coaching, training and skill development to ensure customer satisfaction; to provide ongoing communication to the Dir, Customer Care with respect to: (1) areas requiring additional support and/or training, (2) overall performance of the group and/or systems and (3) general feedback as it pertains to the customer service team’s overall effectiveness.

Requirements

• High School Diploma required. Bachelor's degree preferred.
• Must have experience in customer service, sales, or marketing, including team leading experience, or an appropriate combination of education and experience.
• Working knowledge of Microsoft Office with strong proficiency in Excel, Word and PowerPoint.
• Ability to handle stressful circumstances tactfully and timely.
• Teamwork orientation.
• Customer/client focus.
• Problem solving and analysis.
• Self-starter with good listening skills and ability to interact with people in a positive manner.
• Professional verbal and written communication skills.

Responsibilities

• Investigate and resolve customers’ concerns of a complex or long-term nature.
• Communicate with Dir, Customer Care regarding areas within and ancillary to the customer service department that require improvement (i.e., people, systems, processes, etc.)
• Conduct training of customer service representatives and customer service order entry including new hire training, specific individual training needs, and on-going communication regarding products, procedures, policies, and customer service guidelines.
• Act as a liaison between the company and distribution center(s) to fulfill customer orders including daily pick ticket drop(s), communicating on same day shipment requirements, customer order status, and specific customer inquiries.
• Review, resolve, and release EDI orders.
• Answer incoming customer calls and emails providing timely and accurate information regarding order status/changes/returns, company products and programs.
• Review and resolve issues regarding orders on hold.
• Issue return goods authorizations (RGA’S).
• Partner with sales team and management to resolve discrepancies regarding payment terms, pricing, freight charges, order status, inventory, and special order handling.
• Investigate shipping and invoicing discrepancies; compiles and enters information into TRC Customer Satisfaction System (Everest); resolves any assigned actions by established deadlines; submits necessary paperwork to General & Administrative staff for customer credits and re-bills.

Benefits

• Medical, Dental & Vision Benefits effective the 1 st day of the month after 30 days – Minimum 30 hours per week
• Paid Time Off – Vacation, Sick, Holidays and Personal Time
• 401K with generous company match

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees