Parksite East Providence , RI 02914
Posted 4 weeks ago
As a Customer Service & Sales Support Team Leader, your primary role is to oversee and manage a team of customer service representatives. You will ensure that exceptional customer service is delivered to both internal and external customers. You will need to have ability to motivate team, handle customer issues, and make sure all goals and objectives are met.
RESPONSIBILITIES:
Lead, motivate, and coach team members
Supervising day-to-day operations in the customer service department
Answers customers and team members questions and resolves customers problems and complaints.
Manages customer staff, implement job expectations, and performs reviews.
Develop and set goals for team members and provide constant feedback
Provide guidance and support to team members to deliver excellent customer service
Assist in hiring and training of new customer service representatives.
Monthly customer service metrics
Ensure customer satisfaction and provide professional customer support
Achieve product, technical, and territory knowledge
Responsible for servicing and supporting existing key accounts
Building sustainable relationships with customers and co-workers
Daily and weekly reporting
Identify system and workflow improvements to enhance team and customer experience
Work with team on culture initiatives and maintain positive work environment
Set example to team members of commitment, customer service expectations, work ethic, and personal character
Collaborate with other departments such at purchasing, accounting, and logistics
Assist CSR team in daily activities as needed
QUALIFICATIONS:
Knowledge, Skills and Abilities:
Strong customer service skills
Excellent problem solving and decision making abilities
Ability to handle challenging customer situations
Superior organizational and time management skills
Microsoft Office experience
Experience:
Bachelor's degree (preferred) or equivalent work experience
Proven experience in customer service leadership role
Infor experience preferred
Benefits:
Medical, Dental, Vison
Life, Short- & Long-Term Disability
Optional Voluntary Benefits
Employee Stock Ownership Plan (ESOP)
401K
Parksite