Customer Service Team Lead - MCR Safety
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 Customer Service Manager with team member coaching, training and skill development to ensure customer satisfaction; to provide ongoing communication to the Customer Service Manager with respect to areas requiring additional support and/or training, overall performance of the group and/or systems and general feedback as it pertains to the customer service team’s overall effectiveness. Additionally, this role is primarily aligned to support the Retail channel; however, responsibilities may extend beyond Retail as business needs evolve. The Customer Service Manager may be required to support cross-channel initiatives, strategic projects, and broader company priorities to ensure alignment with overall MCR Safety Group business objectives.
Requirements
- High school diploma or equivalent required
- Able to work with cross-functional teams in a collaborative environment and deliver results.
- Must have advanced experience in Excel and be proficient with other MS Office products.
- Ability to handle stressful circumstances tactfully and timely.
- Teamwork orientation.
- Customer/client focus.
- Problem solving and analysis.
- Initiative-taker with good listening skills and ability to interact with people in a positive manner.
- Professional verbal and written communication skills.
Nice To Haves
- Bachelor’s degree preferred.
- SAP experience as well as retail or supply chain industry experience a plus.
Responsibilities
- Partner with our Retail sales team to clearly define and measure our key service level metrics.
- Create detailed SOPs for each retail customer to clearly outline if any portal activity is required and what those requirements include – complete order process flow – any reporting requirements.
- Own the continuous improvement process for our retail customer service team focused on process improvement in the areas of order flow, product returns, back orders, and fill rates.
- Develop, prepare, and distribute service reports to the Customer Service Manager that will be used to track progress towards our goals and customer level trends.
- Continued support for Commercial customer team projects as needed. Projects include, but are not limited to, phone support, order processing, and other customer service tasks.
- Demonstrate a basic knowledge of all facets of the new retail customer onboarding process and execute appropriate tasks as needed. Proactively escalate when necessary.
- Ensure the integrity and accuracy of data submissions and maintain data pipelines that support ongoing reporting needs.
- Collaborate with Director of Customer Care and Retail Sales Team to support project execution by delivering timely, accurate, and visually compelling data solutions.
Benefits
- Medical, Dental & Vision Benefits effective the 1st day of the month after 30 days
- Paid Time Off – Vacation, Sick, Holidays and Personal Time
- 401K with generous company match
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
