Customer Service Lead Job Description
Customer service lead
provides accurate and timely information on all Group products, enrollment processes, and administrative procedures; resolve concerns and respond to general administrative questions.
Customer Service Lead Duties & Responsibilities
To write an effective customer service lead job description, begin by listing detailed duties, responsibilities and expectations. We have included customer service lead job description templates that you can modify and use.
Sample responsibilities for this position include:
Customer facing support to provide financial products and services for branch customers in a wide range of banking products and services including safe deposit box management, merchant/vault and ATM processing
Provides access and information to customers about the many products and services East West Bank offers
Refers customers to Business Relationship Managers and/or Financial Consultants for needs assessment to cross sell bank products
Resolves escalated client complaints/issues promptly and effectively
May assist Manager in training customer services representatives to effectively identify quality referral opportunities and to provide ongoing training regarding sales campaigns, compliance and other bank wide communication as needed
Monitors and evaluates customer service performance
Assists Storefront Supervisor in providing daily direction and communication to employees to ensure customer are answered in a timely, efficient, and knowledgeable manner
Knowledgeable in processing transactions and video bills into the system
Coordinate training for new hires and existingstaff
Lead must be available to cover all hours ofbusiness operation
Customer Service Lead Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Service Lead
List any licenses or certifications required by the position: GC, MRPT, ITIL, CPT, US
Education for Customer Service Lead
Typically a job would require a certain level of education.
Employers hiring for the customer service lead job most commonly would prefer for their future employee to have a relevant degree such as High School and Associate Degree in Associates, Education, Graduate, General Education, Business, Management, Engineering, Communication, Technical, Business/Administration
Skills for Customer Service Lead
Desired skills for customer service lead include:
Basic math
Products sold
Respond to questions and make suggestions about products
Stein Mart's policies and procedures
Stein Mart's policies and
Commonly pawned items
Electronics
Firearms
Jewelry
Branch operations
Desired experience for customer service lead includes:
Ensures co-workers' competence on system knowledge (SAMS, ISELL, IPOS, COGNOS, ) and keeps the work areas efficiently equipped and effectively covered at all times during operating hours
Assist the supervisor to ensure that Representatives are appropriately trained, are following correct procedures, and maintaining a high degree of quality
Daily supervision of outbound and inbound calls
Supervise/manage a team of employees
Understand agent problems and weaknesses and effectively coach employees to excellence
Routinely assess operations, procedures and offer suggestions for process improvement to management
Customer Service Lead Examples
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Customer Service Lead Job Description
Job Description Example
Our company is searching for experienced candidates for the position of customer service lead. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer service lead
- Coordinates internal and external process Improvements activities to increase customer satisfaction
- Reviews estimates, quotes and sales orders written by the inside sales staff
- Researches and prepares sales orders and quotes for customers and outside sales staff according to the specifications and information provided
- Works at the sales counter to serve in-store customers as assigned
- Works in a safe manner, complying with all company safety requirements
- Treats customers with highest level of customer service ensuring they take precedence over other tasks and responsibilities
- Accurately enters customer orders in business system in a timely manner
- Completes daily and weekly sales order entry reports to include, but not limited to, 24 hour turnaround, number of orders entered, late shipments, and internal/external non-conformances
- Oversee the daily sales order entry performance of customer service staff
- Assist Customer Service Manager with employee evaluations
Qualifications for customer service lead
- Required to have ability to use telephone and other applicable electronic communication equipment
- Required to have ability to use verbal communication with plant personnel and management
- Provide Customer Service support for all India Seeds-Veg & FC customers based on the request of Sales Team
- Minimum 18 months of Customer Service experience in the CEC
- Industry experience strongly preferred, minimum of 5 years
- Strong computer skills and efficiency in Word and Excel
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Customer Service Lead Job Description
Job Description Example
Our growing company is looking to fill the role of customer service lead. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer service lead
- Leads training sessions and coaches associates on resolving customer, client, operations, and carrier issues within one contact
- Assists Supervisors with the resolution of associate relationship issues that arise within the functional areas
- Leverages extensive knowledge of freight lane structure, routing and freight lane management to work with Routers, Field Operations and Carriers to determine appropriate system settings and manage each market
- Understands routing system capabilities and limitations, and how configurations and perimeters set by the user impact the overall routing solution
- Gathers and analyzes data on truck productivity, resource fluctuations and performance trends (stops per truck, rentals versus contract, miles between stops, team hours/length of day), and provides recommendations on gaps and opportunities ideas for improvement
- Provides root cause analysis and resolutions to MSO, Field Operations and Home Delivery Leadership
- Become the first line of support for customers and other Customer Service Reps in regards to processes, problems, questions
- Assist Customer Service Manager with day to day Customer Service Functions
- Function as a liaison between customer service and other branch departments, National Accounts and/or Sales Representatives to provide product pricing and product research
- Expediting orders as required
Qualifications for customer service lead
- Empower associates to ensure customer satisfaction
- Partner with the Store Management to interview and hire new team members
- Work with the Store Management team to achieve service standards at the front of the store
- Provide leadership to Service Associates working at the registers
- Contribute to creating a safe and secure store environment
- Working knowledge of routing and routing applications
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Customer Service Lead Job Description
Job Description Example
Our growing company is hiring for a customer service lead. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer service lead
- Customer advocate with the responsibility ascertaining customer requirements and acting to ensure the requirements are met
- Responsible for root cause analysis of customer issues including pricing, orders, shipments, service, and a wide number of other issues
- Responsible for approval decisions for complaint resolution at authorized levels
- Responsible for the review of all incidents, documentation, metrics, and SOX compliance for all incidents tied to credit memos
- Train and develop Customer Service Representatives in the department to include new hire training, side by side training, and answering rep questions
- Act as a contact during customer escalation events, answer escalated customer questions and research and respond to unique customer inquiries
- Resolve client and/or merchants technical support issues relating to point of service (POS) products, such as but not limited to dial-up card swipe terminals and standard software-based systems, and provide standardized responses by utilizing established documentation and processes and begins to assist clients/merchants with technical support issues not included in the established documentation
- Ensures customer satisfaction through good customer relations
- Performs accurate order entry
- Prepare shipping instructions
Qualifications for customer service lead
- Bachelor’s Degree in Business or 10 years of Customer Service Experience required
- Export / Department of Commerce training a plus
- Basic Microsoft suite of applications
- Knowledge of Uniform Customs & Practice for Documentary Credits (2007 Revision), Export Administration Regulations (EAR) and Code of Federal Regulations 15, Incoterms 2010, preferred
- Knowledge of cultural diversity required
- Bachelor Degree in Business, Logistics related or approved field from an accredited institution required
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Customer Service Lead Job Description
Job Description Example
Our growing company is hiring for a customer service lead. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer service lead
- Manage and track the accuracy of processed orders
- Perform administrative duties such as report generation and admin support for training sessions
- Participate in meetings and decisions regarding process improvements, training related to customer service, and team development
- Responsible for the preparing and participating in higher-level conference calls or activities relating to key customer satisfaction
- Leads customer service departments, daily control board meeting and customer continues improvement metrics
- Establishes and maintains a professional working relationship with both external and internal customers
- Tracks late shipments and customer expedites by coordinating with internal departments and supplying detailed information for ‘manager approval’ Identify and participate in process improvement initiatives
- Manage customer orders and inquiries using Epicor (Vantage) ERP system- ability to work within multiple fields of Vantage and enter and update sales orders
- Ensure correct customer documentation (POs ) through ISO contract review process – which must be completed before entry of sales order into the ERP system
- Fill out billing adjustment forms and SCNs
Qualifications for customer service lead
- Provide necessary business information
- Minimum 1 year in a similar position
- Familiar with RMA’s and able to probe the customer for information about problem
- Ensure customer orders/inquiries are processed and completed in a on time and through coordination with other departments and/or NAS distributors
- Lead and manage a team of 5-15 Client Experience Associates by communicating objectives, providing performance feedback, and developing team members to provide exceptional customer service across a range of channels
- Drive team members to meet and exceed productivity goals at the highest quality levels
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Customer Service Lead Job Description
Job Description Example
Our growing company is hiring for a customer service lead. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer service lead
- Provide front-facing support for branch customers in a wide range of bank products and services, including safe deposit box management, merchant/vault and ATM processing, and foreign currency exchange
- Provide access and information to customers about the many products and services East West Bank offers
- Refer customers to Business Relationship Managers and/or Financial Consultants for needs assessment to cross-sell bank products
- May assist Branch Manager in training customer service representatives to effectively identify quality referral opportunities and to provide ongoing training regarding sales campaigns, compliance and other bankwide communication as needed
- Coach and mentor team members with a focus on professional development
- Develop and lead end-to-end project plans and ensure on-time delivery of critical Success initiatives
- Scale the Success team by capitalizing on opportunities for increased effectiveness and efficiency, driving productivity initiatives
- Responsible to understand key external customer events such as POG timing, ad activity, and BTS (Back To School)
- Attend weekly meetings to understand Sales and Marketing initiatives which impact external customers
- Participate in external customer meetings including long term business planning meetings that provide account information
Qualifications for customer service lead
- Ability to work in a fast paced, growth-oriented and time-critical environment
- An “expert” level must be present or achievable as defined by the supervisor in using interpersonal skills, communication skills - verbal and written
- A “solid” understanding of fractions and decimals
- An “expert” level regarding human relation skills - Works well with others, takes time to help customers and co-workers achieve their objectives and goals
- A strong attention to detail and multi-task skills is required
- Participate in customer site visits with the Sales Organization