The Customer Service Team Lead supports the Customer Service Manager by guiding the daily activities of the customer service team and ensuring smooth operations. This role focuses on coaching team members, monitoring performance, and assisting with workflow coordination to maintain high service standards.
Requirements
- Act as a resource for customer service representatives, providing guidance and support on inquiries, order processing, and issue resolution.
- Monitor team performance and assist with coaching to maintain service quality and adherence to policies.
- Serve as the primary liaison between the team and the Customer Service Manager, escalating issues as needed.
- Assist the Manager in maintaining accurate price books and ensuring updates are communicated to the team.
- Help track and report on key performance indicators (KPIs) through metrics, graphs, and summaries to identify trends and improvement opportunities.
- Support the Manager in ensuring all logistical tasks within the department are completed accurately and on time.
- Responsible for performing all job duties while ensuring records are kept in a secure and organized manner including filing and maintaining a clean and organized workstation.
- Cross train with other Customer Service Representatives to provide back-up coverage as required.
- Assists colleagues to cover other areas as required.
- Coordinate product pickups and deliveries, ensuring timely and accurate scheduling.
- Prepare and review shipment documentation, including commercial invoices, packing lists, and certifications, in compliance with customs regulations.
- Communicate with international customers and freight forwarders regarding shipping schedules, documentation, and tracking updates.
- Maintain visibility of shipments from start to finish, providing proactive updates to customers and internal stakeholders.
- Collaborate with internal departments (manufacturing, purchasing, credit control, shipping) to meet delivery timelines and resolve delays promptly.
- Review and validate order specifications, shipping instructions, and pricing in coordination with Customer Service and Sales teams.
- Continuously review and refine logistics and customer service processes to improve efficiency and customer experience.
- Ensure compliance with company policies and escalate issues to the Customer Service Manager for resolution.
