Lead Customer Service Representative (Sales)

I. POSITION SUMMARY

Create a personal experience for our customers by being obsessed with service: building strong relationships with our customers both externally and internally, troubleshooting issues, and providing excellent service. Willingness to learn products, equipment, services, etc. as well as offer suggestions and recommendations to best fit our customers' needs is imperative.

II. POSITION EXPECTATIONS

• Assist with new employee onboarding & training
• Serve as a systems power user by maintaining expert working knowledge of all systems, tools, processes and procedures set in place
• Develop a strong, communicative relationship with & provide support to CSRs and sales support staff
• Act as a role model by adhering to company policies & procedures
• Order entry, specials, price quotations, returns, tracking, etc. fill in for all depts. as needed
• Ensure productivity, quality, & timeliness in the completion of all departmental tasks/projects.
• Serve as a point of contact for escalated inquiries/issues
• Work with management, vendors, & wholesalers to assist ongoing employee education & development
• Communicate solutions, successes, and red flag issues to management
• Under the direction of management, monitor performance metrics and perform assessments to identify coaching needs.
• Customer education liaison, onsite demos (web/breakroom/jan-san/etc.)
• Other duties as assigned

IV. MINIMUM QUALIFICATIONS & SKILLS

Education, Certifications and /or Licenses:

Associates degree or equivalent from two-year College or technical school; or four years related experience and/or training; or equivalent combination of education, training, and experience.

Experience:

Experience is preferred, but not required

• 5 years previous experience in a customer/sales support role

Knowledge/Skills:

• Possess a passion for knowledge: the more you know the better you can service our customers
• Empathetic, good listener and problem solver to help assist customers in difficult situations
• Meticulous attention to detail
• Strong math skills
• Customer focus with adaptability to different personality types
• Able to interact professionally with customers and fellow employees
• Live by and lead by TSRs values and serves as an example of the best we want to see in our team
• Reliable and responsive
• Demonstrate honesty, integrity, and conscientiousness care about doing the right thing, not the easy thing
• Possess a positive attitude
• Innovative mindset demonstrate flexibility and problem-solving skills when met with challenges
• Exceptional written and verbal communication skills
• Strong analytical capabilities and problem-solving skills
• Exceptional time management and organizational skills
• Ability to perform multiple, simultaneous complex assignments without direct supervision

• Able work independently and/or collaboratively within a team willing to roll up your sleeves and help the team get work done
• Proficient in Microsoft Outlook, Excel, and Word
• Previous customer service/sales support/supervisory experience necessary