Sales & Customer Service Team Lead - Commercial Service

Essential Duties and Responsibilities for Sales and Customer Service Team Lead

• Operate Advanced Communication Systems: Utilize the Five9 phone system to effectively manage high volumes of customer calls. Ensure daily proficiency with sophisticated communication tools.

• Salesforce Case Management: Use subject matter expert knowledge of Salesforce for comprehensive management and resolution of customer cases, ensuring detailed tracking and prompt resolution.

• Sales Value Process Coaching: Mentor and guide the sales/quality/customer service team in implementing and excelling in the sales value process, enhancing their ability to effectively promote company products and services.

• Advocacy Case Creation and Closure: Assist in customer transactions and resolve advocacy cases, focusing on thorough attention to detail to boost customer satisfaction and loyalty.

• Leadership Escalation Handling: Manage and resolve high-level escalation calls and cases with expert solutions, maintaining professionalism in all interactions.

• Articulate Value Propositions: Train and coach team members on effectively articulating value propositions during sales coaching sessions.

• Customer Relationship and Satisfaction: Foster and enhance customer relationships from the initial interaction to the final scheduling of container pick-up, striving for 100% customer satisfaction.

• CRM Utilization: Employ CRM tools to effectively manage and update the customer account lifecycle, ensuring accurate logging and up-to-date customer information.

• Logistics Coordination: Oversee the scheduling of deliveries, pick-ups, re-deliveries, and final container pick-ups, ensuring smooth logistics operations.

• Franchisee and Corporate Relations: Maintain strong, customer-centric, and profit-oriented relationships with franchisees and corporate operations staff.

• Operational Excellence: Perform comprehensive audits of customer interactions and surveys to ensure that all team members exemplify leadership standards in character and conduct.

• Performance and Quality Assurance: Evaluate team interactions, provide targeted coaching based on the sales value process, and generate actionable insights from customer feedback and root cause analyses.

• Leadership and Development: Foster alignment with company leadership through training, calibration sessions, and consistent feedback, mentoring team members to exceed customer service and sales standards.

• Additional Responsibilities: Adapt to evolving business needs and contribute to the team's success by performing other duties as assigned.

JOB QUALIFICATIONS: Essential Skills, Abilities and Example Behavior(s)

• DELIVER EXCEPTIONAL CUSTOMER SERVICE: Able to demonstrate sensitivity to customer needs (both internal and external) and proactively address customer needs; Able to make customer satisfaction a high priority
• BUILD AND MEND RELATIONSHIPS: Able to use appropriate interpersonal styles and communication methods (both verbal and non-verbal); Able to show consideration for the feelings and needs of others; Able to show awareness of the impact of own behavior on others; Able to recognize when relationships are damaged and take action to improve them
• SELL & INFLUENCE: Able to identify the needs of internal and external customers through effective questioning and listening techniques; Able to apply technical / professional knowledge, interpersonal and sales skills to obtain customers' commitment to ideas, services or products. Able to use effective communication and interpersonal skills to convince others to accept ideas or goals
• RESOLVE CONFLICTS: Able to bring conflict into the open and use it productively to enhance the quality of decisions; Able to arrive at constructive solutions while maintaining positive working relationships with those who disagree; Able to help others resolve disputes and reach agreement. Able to keep all appropriate parties up-to-date on decisions, changes and other relevant information
• COMPUTER USER: Able to keyboard, navigate a desktop, type, perform data entry and use required software applications to produce basic correspondence, electronic communication, presentations and maintain spreadsheets and databases. Able to operate general office equipment including company telephone system

JOB QUALIFICATIONS: Education & Experience Requirements

• High School Diploma or equivalent required. Associate degree preferred

• 2-4 years' experience working in a high volume sales call center or three years in a customer service related environment ; B2B experience preferred

• Collaborative with strong negotiation and mediation skills

• Excellent written and verbal communication skills

• Problem solver able to deal with ambiguity