Lead Customer Service Specialist

Holmen Cheese LLC•Holmen, WI

4d•$23 - $28

About The Position

The Lead Customer Service Specialist helps ensure a positive experience for Holmen Cheese’s external customers and performs work that affects multiple departments. The role oversees the customer service department and helps ensure sales orders are entered accurately, customer needs are addressed, and all aspects of the customer experience are handled promptly and thoroughly. It requires strong computer skills, particularly with Microsoft Excel, ERP programs, and Outlook. The role is not entirely desk-based and includes trips to the warehouse and preparing samples weighing up to 50 pounds for shipment. The position supports guest experience, customer service and sales, supply chain coordination, and purchasing and planning. It involves communicating with customers and internal teams, resolving issues, monitoring order status and delivery expectations, maintaining sample inventory, preparing and shipping samples, and supporting outbound shipments. The schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m., with a half-hour lunch.

Requirements

Good computer skills, particularly experience with Microsoft Excel, ERP programs, and Outlook.
Exceptional customer service skills.
Critical-thinking, multitasking, and problem-solving skills.
Ability to think on one's feet when dealing with internal and external customers.
Ability to interact in the plant with warehouse staff and forklift drivers.
Ability to travel to the warehouse and help prepare samples for shipment, including samples weighing up to 50 pounds.
Ability to use hands and fingers to operate, handle, or feel objects, tools, or controls, and to reach with hands and arms.
Physical activity includes sitting frequently (65%) and standing and walking (35%); occasional lifting, bending, stooping, and pushing or pulling of 0–49 pounds, and rare lifting of 50 pounds or more.

Responsibilities

Receive incoming calls, emails, mail, and small parcel packages, and direct them as needed.
Welcome visitors and notify appropriate staff of their arrival.
Ensure the entryway and conference rooms are clean and supplied as needed.
Receive customer communications by telephone, email, and mail to support sales and account management efforts.
Build and maintain customer relationships and work with departments to resolve issues in a timely manner.
Maintain the designated customer-sample inventory rack in the warehouse.
Pick, convert, package, and ship product samples in a timely manner.
Enter sales orders into the company ERP system.
Support client interactions and resolve customer issues to ensure satisfaction.
Maintain frequent, two-way reporting and communication within the team and with internal departments.
Monitor the Sales Order status report and communicate delivery expectations to help ensure they are met.
Use troubleshooting and time-management skills to exceed customer expectations.
Help coordinate outbound trucking and schedule outbound shipments with the warehouse team.
Provide drivers with directions to the facility as needed.
Support the purchasing and planning team, track product, and monitor shipment costs for timeliness and cost effectiveness.
Complete export paperwork for shipments when applicable.
Ensure customer pricing is communicated correctly and kept up to date in the ERP system.
Participate in monthly Sales and R&D pipeline meetings.
Perform other duties or responsibilities as assigned.