Team Lead-Customer Service Job Description
Team Lead-Customer Service Duties & Responsibilities
To write an effective team lead-customer service job description, begin by listing detailed duties, responsibilities and expectations. We have included team lead-customer service job description templates that you can modify and use.
Sample responsibilities for this position include:
Team Lead-Customer Service Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Team Lead-Customer Service
List any licenses or certifications required by the position: CEBS, DOT, CPR, MBA
Education for Team Lead-Customer Service
Typically a job would require a certain level of education.
Employers hiring for the team lead-customer service job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and High School Degree in Education, Business, Associates, Business/Administration, Management, Medical, Performance, Sciences, Graduate School, Faculty
Skills for Team Lead-Customer Service
Desired skills for team lead-customer service include:
Desired experience for team lead-customer service includes:
Team Lead-Customer Service Examples
Team Lead-Customer Service Job Description
- Assist the Manager in maintaining established departmental policies and procedures, objectives, patient, and customer service policies
- Provides ongoing training and education to customer service staff to ensure that policies and procedures are followed
- Deliver a superior level of service to our customers within the guidelines defined by the business
- Supervise, develop and establish objectives for 6-8 sales support representatives
- Ensure policy and procedural compliance at the operational level
- Resolve internal/external issues and successfully close issues
- Interact frequently with APN Supply Chain, Marketing and Sales
- Participate on strategic projects to provide improved efficiencies/effectiveness for the organization
- The duties listed above cover the principle duties of the position and may not be all-inclusive
- Lead and coordinate daily call center task and activities
- Close interaction with origin sales team and customers - merge of sales process
- Manage customer inquiries within the organization and manage quotations, pricing
- Handle product information (TDS & MSDS), including information about shortage and solutions
- Troubleshoot all Invoicing hub related issues, SPOC internally and externally
- Minimum Degree in Business Studies with 3 - 5 years of relevant experience
- Knowledge of shipping terms, incoterms, certificate of origin, bank payment terms and LC documentation
Team Lead-Customer Service Job Description
- Develop and supports Construction Systems Customer Service processes and fellow Team Leads
- Processing complex transactions online through inbound calls
- Thoroughly documents all conversations
- Manages team including reviews, side by sides, QA
- Consistently meets set quality and performance metrics
- Works with other departments to resolve customer requests
- Provide staff all necessary training
- This job has no direct supervisory duties, however will provide guidance and assistance as required by management
- In collaboration with HR assist in the recruitment of new reservation agents
- Handle reservations/escalations as needed
- 3 + of solid customer service experience
- Show a natural ability in problem solving
- Proactive approach to dealing with errors/complaints
- Possess a high level of interpersonal and written skills
- Be a good listener and questioner
- Some airline experience would be preferable
Team Lead-Customer Service Job Description
- Duties and tasks reflect variety and complexity
- Strong performer at Sr
- Customer Service Team Leads monitor associate calls for quality standards, providing coaching and constructive feedback to associates
- Customer Service Team Leads provide telephone support as needed
- In collaboration with HR assist in the recruitment of new customer service agents
- Assists with all phases of answering account inquires
- Provides uncompromising service to all customers through accurate and timely processing of orders, shipments and inquiries
- Leads onsite customer meetings, telecons and proposal kick offs and/or tag ups
- Determines technically and commercially compliant proposal packages of diverse scope and complexity for major customers in response to customer and contract requirements
- Email and phone support for call center
- BUILD A GREAT TEAM – BUILDING TALENT • Pro-actively develops self and others by setting stretch goals and providing challenging assignments
- 4-6 years of customer service or support experience in an IT or Network Security Environment
- Computer and network security experience is preferred
- Must have three years' experience in a team lead role
- Minimum 2-year people management experience in an international environment
- Demonstrate proactive position-related behaviors within the front-end other departments throughout the store, including assisting other team members when appropriate
Team Lead-Customer Service Job Description
- Provide additional coverage as needed for phones, order entry and other duties typically handled by Customer Service Professionals
- Act as a resource for Customer Service Team on procedures, system issues, and products
- Other duties as assigned by Customer Service Management and Customer Support Management
- Ability to work in a fast pace environment and drive positive performance results
- Ability to train, coach and mentor staff members
- Identify, Initiate, Document and Facilitate process improvements
- Train new employees in quality, safety, shipping \ receiving duties
- Coach and develop of frontline team members on their performance
- Maintain the highest levels of customer service while demonstrating a friendly and cooperative attitude
- Correspond via email using Microsoft Outlook, maintain all logs and reporting documentation with attention to detail
- 1-3 years of previous customer service and/or retail experience
- Able to consistently walk and stand
- 2+ years cash handling (cash register or serving) experience
- Outgoing personality with a strong work ethic
- Must be comfortable working alone and can handle both low and very high volume work loads
- Must be accountable and reliable, as you will be responsible for opening and closing the store daily
Team Lead-Customer Service Job Description
- Enter orders into IMPACCT system and create order file
- Prepare and coordinate planning, packaging and shipping activities with Fair Lawn and BPF
- Respond to and resolves internal and external customer requests and inquiries which may involve pricing, product availability, returns, terms and conditions, and delivery
- Process incoming labels, match to orders and resolve label reconciliation issues
- Process return goods authorization and credits
- Interact with multiple areas to ensure timely and accurate shipment of product
- Process and track sample orders
- Prepare and monitor weekly Orders Due report to ensure due dates are met and timely notification of late shipments to customers
- Proactively communicate changes to our customers regarding their inquiries or orders
- Proactively communicate issues/changes to appropriate team members and management
- Working knowledge of defined health and welfare and pension plans a plus
- Proficiency in the use of computers and Microsoft Office programs (specifically Excel and Word)
- Ability to work a flexible work schedule and be punctual to work
- Certified Employee Benefits Specialist (CEBS) certification a plus
- Ability to maintain client/employee confidentiality
- Ability to accurately type and enter data into databases