Lead Customer Service Representative

Ferguson Enterprises•South Bend, IN

5h•Hybrid

About The Position

James Martin Vanities is seeking a Lead Customer Service Representative to join their team. This is a Hybrid role based out of South Bend, IN, in accordance with the James Martin Vanities Flex schedule. The company is dedicated to offering limitless opportunities for growth and advancement, aiming to help associates build long-lasting careers and contribute to building the nation's infrastructure.

Requirements

2+ years experience within the Ferguson Sales Center preferred
1+ year Client Services team experience preferred
Advanced communication and organizational skills both verbally and in writing
In good standing (performance and attendance)
Ability to organize and prioritize work
Advanced problem solving and decision making skills
Ability to see beyond the task at hand; proactive, self-motivated
Proficiency in Microsoft Office software (Outlook, Word, Excel)
Ability to effectively use Ferguson's inventory and logistics system (Trilogie)
Ability to lead and motivate individuals and teams
Ability to develop and maintain positive relationships with internal and external customers

Responsibilities

Act as the point of contact for the Client Services Team associates regarding SOP guidance, Trilogie, sourcing and product knowledge
50% of job duties will consist of training and mentoring Sales Team associates and the other 50% expected to be transactional in the business
Assist Customer Service Manager with escalated customer issues and overflow calls
Provide input on performance evaluations of team members
Communicate issues and training needs to Customer Service Manager
Ability to lead the team in Managers absence
Support Sales Center initiatives and effectively lead change
Motivates and leads by example for others to follow
Resolve customer complaints regarding sales and service
Help improve customer satisfaction by ensuring accuracy and timely processing of orders