Customer Service Team Lead

MD Logistics Inc•Plainfield, IN

7d•$20 - $25•Onsite

About The Position

In addition to Customer Service Representative (CSR) responsibilities, the position provides support to help ensure MDL Logistics customers’ needs/requirements are met/exceeded. Oversees the daily objectives set by management and makes sure the daily department work objectives are completed. Contributes to a work team environment and interfaces with employees and customers. The position works with all divisions of the company and must be able to effectively interact with any level.

Requirements

High School Diploma or GED equivalent required.
1+ years of customer service experience in distribution/transportation or similar business environment.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions and correspondence.
Must be able to compile written communications such as emails, call notes, and work instructions.
Should be proficient with Microsoft Office, including the use of basic functions in Excel.
Must be comfortable working within warehouse management system (WMS).
Ability to physically count, add, subtract, multiply and divide.
Ability to define problems establishes facts and draws valid conclusions.
Ability to apply commonsense understanding to carry out instructions furnished in written, oral or diagram form.
Regularly required to stand (duration of the shift) and talk or hear.
Frequently required to use hands to finger, handle, or feel.
Occasionally required walk and reach with hands and arms.

Nice To Haves

Associates Degree or some college preferred.

Responsibilities

Prioritize day-to-day client needs while balancing MDL resources.
Assist and guide CSRs with client and internal communications, as well as WMS support.
Identify CSR training gaps/opportunities.
Work collaboratively with all departments to troubleshoot internal issues/challenges as they occur, as well as identify areas for improvement.
Document customer service issues and work collaboratively with Operations, IT, and Sales teams to resolve issues through investigative steps and corrective/preventative measures.
Support onboarding of new clients and/or customers.
Assist with review and maintenance of vendor shipping and routing guides to ensure compliance.
Lead joint meetings with clients to review performance and ongoing customer needs. Track action items discussed in meetings.
Works with Manager to ensure implementation of new strategies and initiatives to effectively meet or exceed client expectations.
Maintains quality by following good manufacturing practices (GMPs), and standard operating procedures (SOPs).
Cross training in additional duties may be needed.
Ability to lead and direct associates daily.