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Customer Service Representative (Team Lead / Supervisor)

Customer Service Representative (Team Lead / Supervisor)

CMP Global IncSuffolk, VA, US
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Job Description

Job Description

CMP Global, a leading provider of Marine Products, Construction, and Industrial solutions is seeking a Customer Service Team Lead to join the Suffolk, Virginia team on a full-time permanent basis. Reporting to the Corporate Customer Service Manager, the Customer Service Team Lead is responsible for providing an exceptional customer experience to our internal and external customers. They also act as a liaison, provide product / services information and resolve any emerging problems that our customers might face with accuracy and efficiency. Support their direct reports and ensure each team member is fully trained.

Benefits :

  • $45,000 to $50,000
  • Competitive salary
  • Full time permanent position
  • Extended Benefits Plan (Vision / Dental / Prescription / etc.), 401K
  • 2 week vacation to start and 12 paid holidays
  • Annual summer outing, monthly luncheon, December Christmas party
  • Continued improvement training
  • And much more!

Responsibilities :

  • Oversee Customer Service Representatives ensuring equitable work load balance and work schedules.
  • Resolve escalated issues with sensitivity and confidentiality with the team.
  • If unable to resolve department issues, escalate to the Corporate Customer Service Manager in a timely fashion.
  • Provide timely follow up to customers, sales, management and colleagues.
  • Conduct 1-1 monthly meetings to review goals reached, goals to reach and overview of the workday experience and performance evaluations.
  • Review the Open Orders Reports with the team ensuring orders do not remain in a late or backordered for an extended time.
  • Team with the Corporate Customer Service Manager to identify the needs of the department, develop structure, training programs, work flows and implement change.
  • Participate in completing Zoho CRM Tickets on a daily basis to ensure timely responses to customers.
  • Ensure you and Suffolk CSRs are logged into GoCo Call Center and ready to take calls during office hours. Remember to log in daily and log off at the end of the day.
  • Prioritize developing a Product Training program and schedule for CSRs.
  • Team with fellow Team Leads to ensure consistency and cross training amongst the locations.
  • Oversee customer EDI portals, ensuring all processing has been completed and processed.
  • Manage high profile EDI customers
  • Prepare Credit authorizations and Return Goods Authorizations (RGA) on a timely basis
  • Respond to complaints, provide appropriate solutions or alternative and follow up to ensure resolution
  • Review prepayment orders to ensure orders are paid promptly prior to release.
  • Partner with the sales team ensuring high levels of customer satisfaction
  • Go the extra mile to deliver exceptional Customer experience.
  • Work with the production and supply chain teams to ensure backorders are communicated to the customer
  • Process IBT (Inter-Branch Transfer) consignment orders as required
  • Assist Account Receivable with short payments on customer orders
  • Build sustainable relationships of trust through open and interactive communication with internal customers
  • Provide backup to the Customer Service Team, ensure vacation and holiday coverage and schedules.
  • Promote safe work practices
  • Follow company and departmental policy and procedures.
  • Participate in Quality Audits as required.
  • Prepare personal and departmental annual goals and objectives and contribute to the team spirit of cooperativeness
  • Participate in 1-1 meetings with the Corporate Customer Service Manager and team meetings as required
  • Participate in job-related continuing education courses

    • Requirements :

  • 5+ years of experience in a customer service in the manufacturing or similar industry
  • 5+ years of supervisory experience
  • Knowledge or working experience with ERP systems, Visual is an asset.
  • 5+ years of experience using CRM; Zoho CRM is an asset
  • 5+ years of experience in EDI portals and in managing high profile EDI customers
  • 5+ years of experience in preparing Credit authorizations and Return Goods Authorizations (RGA)
  • 2 years of experience processing IBT (Inter-Branch Transfer) consignment orders as required
  • Experience assisting Account Receivable with short payments on customer orders
  • BSc degree in Business Administration or relevant field or equivalent work experience.
  • Computer proficiency with MS Office / Software
  • Bilingual English / French is an asset.

    • Hours

  • 8 : 00 am – 5 : 00 pm, Monday to Friday

    • CMP values diversity and encourages applications from all qualified individuals who are legally entitled to work in the US. We welcome applications from candidates with disabilities, and accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation please contact Human Resources at careers@cmpgroup.net. We thank all applicants for their interest and advise that only those selected for an interview will be contacted.

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    Customer Service Representative • Suffolk, VA, US

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