Customer Service Lead

Warren, New Jersey

Job Description:

Position Overview:
Responsible to lead the Customer Service Team in response to our customer contacting us for a variety of reasons. This is an opportunity to provide them with a great experience. This position will manage consumer phone calls, emails and letters in a timely manner. Responding to all inquiries with the appropriate resolution or escalating internally for additional support. The Lead will be expected to report on a regular basis certain metrics including but not limited to call volume, contact reasons, and resolutions.

• Capture all feedback by understandin the customer’s initial request
• Manage daily contact volume: calls, emails, letters
• Respond to all consumer inquires with the appropriate resolution
• Forward, filter out inquires to the appropriate departments for review (Sales, Sourcing, Compliance, Logisitcs, etc..)
• Issue replacement of merchandise/components or negotiate other accommodations of the customer
• Provide product instructions and handle questions related to our products
• Project a professional company inmage through verbal and written communication
• Communicate with Compliance, Product Management, Marketing teams to discuss consumer complaints and provide resolutions for corrective action.
• Update and log consumer feedback after the conclusion of any communication (via Call, Email, Letter, Reviews, Social Media etc.)
• Track volume and reason for calls for analysis & metric count. (this can vary from weekly to a monthly metric report upon request)
• Fulfill and process Customer orders through Apprise Order Entry
• Request samples from Marketing teams to fulfill and process Customer orders through the Warren Shipping department. (ie. Missing components, DI Impulse item replacements)

Job Requirements:

Skills and Qualifying Experience:
• Candidate must possess excellent follow-up and presentation skills. Strong interpersonal skills also required
• Ability to work within a competitive marketplace
• Exceptional verbal and written communication skills
• Work effectively with all members of the sales organization
• Excellent time management skills, disciplined, great follow up skills
• Ability to multi-task and prioritize, strong attention to detail
• Excellent telephone sales personality
• Prominent organization and presentation skills. Understanding of organizational and departmental responsibilities and ability to navigate cross functionally effectively
• Highly energetic and self-motivated
• Good decision making, problem resolution, and creative thinking skills
• B.S in Communications or related field a plus
• Proficient in Microsoft Office suite (Excel, Word, PPT)
• The ability to communicate in Spanish is a plus!