Lead Customer Service Job Description
Lead Customer Service Duties & Responsibilities
To write an effective lead customer service job description, begin by listing detailed duties, responsibilities and expectations. We have included lead customer service job description templates that you can modify and use.
Sample responsibilities for this position include:
Lead Customer Service Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Lead Customer Service
List any licenses or certifications required by the position: GC, MRPT, ITIL, CPT, US
Education for Lead Customer Service
Typically a job would require a certain level of education.
Employers hiring for the lead customer service 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 Lead Customer Service
Desired skills for lead customer service include:
Desired experience for lead customer service includes:
Lead Customer Service Examples
Lead Customer Service Job Description
- Assists bank customers in account support with cash withdrawals, check cashing, processing deposits, transfers, loan payments and other banking needs
- Provides solutions to help meet customers’ financial goals through customer referrals and cross selling of banking products
- Develops new customer relationships and refers customers to Relationship Managers for other products and services
- Responds to customer questions and concerns and follows up with appropriate internal resources for resolution
- Interact with customer base to obtain new work, new customers, and new processes that may benefit the future of the business
- Interact professionally with co-workers and vendors
- May assist in other areas or perform other duties, as required by business demands
- The Customer Service Leader will be responsible for leading Customer Service initiatives
- This individual will coordinate Consignment, Direct Sales and Hospital Procedures teams
- This role will participate and interact with commercial organization to report and provide priorities to team activities
- Must have knowledge of industry-based standards and specifications
- Must have ability to follow oral and/or written directions
- Must have ability to stand for prolonged periods, walking, sitting, climb stairs or ladders, kneel, crouch, balance, and lift and carry a minimum of 25 lbs
- Must be able to reach in all directions, handle and manipulate objects and materials
- Must be able to coordinate the movement of eyes, hands and fingers to operate machines and equipment
- Must have standard visual acuity (correctable by prescription glasses or contacts meets the requirement), including color recognition
Lead Customer Service Job Description
- Meet with internal customers and Customer Service Manager to respond and resolve customer issues and complaints
- Regularly utilizes the non-conformance system as required
- Assists with quote preparation for field sales staff under special circumstances
- Discusses issues with supervisor proactively and identifies solutions
- Provides suggestions for cost savings, process improvement and enhanced customer service
- Utilizes the company’s time and attendance system to report all hours worked
- Responds to and resolves customer requests including processing orders, requests for pricing, product availability, delivery, billing questions returns and cancellations
- Have the ability to be cross-trained and thrive in a fast-paced environment
- The ability and desire to interact comfortably, enthusiastically and professionally while advising customers on specific products, merchandise and services
- Performs gap analysis, and tracks and reports impacts of all modifications
- Must be able to hear with or without correction
- Required to have ability to use a computer keyboard
- Ability to work with others and communicate effectively
- Ability to adapt to ongoing changes in responsibility, scope and work processes as call center environments grows and expands
- Ability to multi-task in high-paced, call center work environment
- Willingness to take ownership of customer inquiries to resolution
Lead Customer Service Job Description
- Responsible for review and measurement of all orders for products and sales of services within defined region or business functions
- Responsible for entire order to cash process and transactions within this customer service arena that includes responsibility for key Strategic customers/Acct Mgrs
- Manages the end-to-end export documentation process to ensure compliance with U.S. and foreign laws and regulations governing the shipment, receipt, and documentation of exported products
- Responsible for directing the completion of documentation and monetary transactions associated with international sales in a timely manner
- Delegation of Authority of 26MM (CEO assigned) for commercial activities for international trade finance documents and invoices
- Being accountable for SOX for International Contract/Sales/AR compliance
- Responsible to contract vendor services for trade finance documents ensure best pricing practices
- Vetting customer document requirements specific to nonstandard language with Mosaic Legal
- Vetting trade finance activities with Mosaic Credit and Treasury teams
- Oversight of Pagares, Documentary Collections, Bills of Exchange, review of Letters of Credits
- Pragmatic - Ability to be hands-on strategic and be a trouble-shooter when the business need deems it appropriate to do so
- Work with the Store Management team to set expectations and achieve service standards at the front of the store
- Ensure high quality presentation at the front of the store
- Ability to perform gap analysis and report/communicate results
- High School graduate or equivalent with a minimum of 5 years of customer service experience in a call center environment
- Ability to meet time sensitive deadlines on projects while managing daily job requirements
Lead Customer Service Job Description
- Enter orders in a timely basis to ensure customer inventory levels are maintained and raw materials are ordered on time
- Ensure orders are input using the correct order quantity for proper backlog indications and scheduling and manufacturing efficiency
- Make sure customer needs are communicated and feedback/responses to the customer are done in a timely manner
- Make sure any order or shipping updates/status are communicated timely and accordingly
- Ensures all shipments are made in an on-time basis
- Works with Planning to facilitate efficient production schedules
- Coordinate copy changes
- Coordinate creation of customer bag specifications
- Assist corporate credit with accounts receivable issues
- Facilitate issue resolution by researching issues and directly responding to customers, supervisors, inside sales, outside sales, management, and other business teams
- Fast learner and have drive and self-motivation
- Must take accountability and responsibility seriously
- A team player who works well under pressure
- Be reliable, responsive, timely and courteous
- College Degree in related field (Management, Business, etc)
- Interpersonal Savvy - Relates well to people throughout the organization, builds appropriate rapport, and builds constructive and effective relationships
Lead Customer Service Job Description
- Execute day to day business management duties including workflows, scheduling, shift approvals, meetings, and reporting
- Demonstrate expertise in providing prompt, friendly, and professional support to clients via email, phone, chat and other channels
- Resolve client tickets, support the resolution of escalated client issues, and escalate clients to the Client Experience Supervisor as appropriate
- Lead impactful team meetings centered around the client experience
- Screen resumes, interview and onboard agents and Leads to support business needs
- Assist with or lead special projects outside of normal day to day responsibilities as directed
- Manage ‘phone coverage’ focusing on “call wait time” and “do not disturb’ metrics
- Track the volume of EDI Fillers ensuring that each line is addressed and resolved meeting the company objectives (closing in < 3days)
- Participate in meetings and decisions regarding process improvements and training related to customer service and team development
- Establish and maintain a professional working relationship with both external and internal customers
- A minimum of 4 year of experience in Customer Service, Supply Chain or a related position within the manufacturing industry
- Drive for Results - constantly and consistently one of the top performers
- 3-4 years of customer support or client services experience
- 1-2 years of experience leading a team of 10+ customer support agents
- Extensive experience with multi-channel support
- Experience with and knowledge of Zendesk (this isn’t a requirement, but definitely a plus)