Versico Team Lead

Carlisle Construction Materials•Carlisle, PA

About The Position

The Customer Service Team Lead will oversee the primary functions for their assigned team while functioning as an Order Management Specialist for their assigned territory. Alongside your current order management duties, you will be responsible for delivering high-quality customer service and ensuring efficient order processing by leading a team of Order Management Specialists and/or Account Managers. This job will be expected to perform duties Monday – Friday, 8am – 5pm. Occasional travel may be required.

Requirements

Strong problem-solving skills.
Strong time management and organizational skills.
Effective written and verbal communication skills.
Critical thinking skills
Negotiation skills
Knowledge of SAP or other inventory/supply chain management software.
Four to ten years of related experience and/or training.
General knowledge of our products and services.
Experience interacting with internal/external customers and providing an exceptional Carlisle Experience.

Nice To Haves

Bachelor’s Degree
Previous leadership experience is preferred.
Experience using SAP

Responsibilities

Assign work, monitor completion, and redistribute workload as necessary to ensure thorough task completion and efficient utilization of staff.
Monitor the team daily to ensure adherence and hold team members accountable to standards of safety, quality, processed, productivity, reliability, professionalism, and teamwork.
Coach individuals during day-to-day operations and maintain consistency throughout the department.
Build and maintain partnerships with different departments across the organization, and with key customer contacts.
Apply leadership skills to influence staff toward achieving goals.
Use knowledge and experience to lead daily operations of Customer Service team.
Ensure all team members receive sufficient training to perform tasks to a high standard; arrange and/or conduct initial and ongoing training as needed.
Lead by example; the Customer Service Team Lead will be a hands-on leader who will also be an individual contributor to the group and perform the daily roles and responsibilities of an OMS.
Monitor key performance metrics, conduct quantitative and qualitative analysis of key measurements, and use metrics to drive outstanding execution.
Oversee the daily performance of the Inside Sales team and provides feedback on team performance to the Customer Service Manager to include involvement in hiring, terminations, and disciplinary actions as needed.
Work in conjunction with the Customer Service Manager to assess employee performance discussions/reviews.
Maintain thorough knowledge of our products and technologies to ensure our customers are served in a professional and confident manner.
Coordinate with third-party vendors to secure quotes for various projects.
Compile commission reports as needed for designated accounts.
Assist in resolving account issues, with guidance from the Customer Service Manager.
Drive and participate in continuous improvement activities.
Drive the strategic direction of the department and team, by passionate implementation of strategic plans as laid out by the Customer Service Manager.
Other duties as assigned