Customer Service Coord Lead

Lead Customer Service Coordinator

The Lead Customer Service Coordinator will lead and oversee the print orders from commercial customers destined for production at Retail Stores, Manufacturing Network and outsourced vendors. The position oversees and assists with preparing files, scheduling and routing jobs to the proper production centers using tools and system provided. This position will function as a liaison between HubEx Product Managers, CSR's and Management along with Production Plants and Business Partners.

General Duties And Responsibilities :

(This is a representative list of the general duties the position may be asked to perform, and is not intended to be all-inclusive)

• Manage the process of in-network won projects, file preparation and order routing to the Manufacturing Network & Network Fulfillment Center
• Lead the collaboration with the Network Improvements, Network Fulfillment & Manufacturing Network for in-network project planning including inventory and capacity within the Manufacturing Network for large / complex order planning
• Lead the collaborate with Product Support Customer Service Reps on in-network projects for proper execution
• Evaluate the efficiency and develop productivity standards for the Customer Service Coordinator / Client Service Support Rep Team utilizing the HubEx App
• Conduct regular quality assurance sessions with Customer Service Coordinators / Client Service Support Rep in order to coach / mentor and provide feedback
• Train and coach Customer Service Coordinators / Client Service Support Rep on processes and systems training to ensure consistency and continuous improvement
• Assist in defining and documenting HubEx processes and procedures
• Supervise Customer Service Coordinators / Client Service Support Rep to maintain throughput and consistent service levels
• Resolve issues escalated by Manufacturing Network and Sales in an expeditious and professional manner; escalate unresolved issues to Customer Service Representative, Product Manager or Management, as appropriate
• Manage and distribute reporting as requested by HubEx management
• Provide backup to the Customer Service Coordinators as necessary
• All other duties as needed or required

Minimum Qualifications And Requirements :

Essential Functions :

Quality Driven Management strives to deliver market-leading customer experience, business excellence, and financial return through a Quality-oriented culture and day-to-day application of Quality science. Suggests areas for improvement in internal processes along with possible solutions.

FedEx Office is an Equal Opportunity Employer including, Vets / Disability.