Customer Service Lead - SGC

ESSENTIAL FUNCTIONS:

• Responds professionally and timely to inquiries, issues, and concerns of Holman’s customers.

• Provides first level assistance to Customer Service Representatives (CSR’s) and assists in their training

• Provides feedback to the Customer Service Supervisor on the quality of work and needs of the CSR’s.

• Bring any large issues to the attention of the Customer Service Supervisor, General Manager, and other appropriate personnel.

• Addresses customer and carrier concerns; completes action items; resolves issues within policy and state guidelines.

• Investigate any errors in the inbound (IB) and outbound (OB) process that led to inaccuracies; find root cause and take the initiative to correct.

• Captures revenue for special requests and for daily activities based on the rates established for the customer.

• Attend and participate in any required company or customer meetings when role appropriate.

• Generates various reports as necessary for account status tracking purposes.

• Maintains electronic customer files in accordance with record retention requirements.

• Reliable attendance at scheduled shifts.

• Performs all duties in conformance with appropriate safety and security standards.

• Performs all other duties as assigned and needed.

POSITION QUALIFICATIONS:

• Attendance – Ability to work required schedule and arrive at work on time. Ability and willingness to work voluntary/mandatory overtime that is required during the busy season. Ability to work days, nights, weekends, and holidays.

• Communication – Ability to effectively communicate in writing and verbally in a courteous and professional manner with others. Ability to understand and follow verbal and written instruction.

• Mathematics – Ability to perform basic math (addition, subtraction, multiplication, and division) in all units of measure using whole numbers, fractions, and decimals.

• Language – Ability to identify and compare letters and numbers. Ability to read and interpret documents such as receivers, invoices, operating instructions, and procedure manuals. Ability to read and write simple sentences.

• Diversity Oriented – Ability to work effectively with people regardless of their age, gender, race, ethnicity, religion, or job type.

• Relationship Building – Ability to establish and maintain effective working relationships with customers, co-workers, and management.

• Productivity – Completion – Ability to complete necessary paperwork neatly and accurately and according to established guidelines.

• Paperwork – Verification – Ability to verify paperwork necessary to ensure customer is receiving correct product.

• Organized – Ability to follow a systematic method of performing a task.

• Accountability – Ability to accept responsibility and account for his/her actions.

• Accuracy – Ability to perform work accurately and thoroughly.

• Adaptability – Ability to adapt to change in the workplace.

• Autonomy – Ability to work independently with minimal supervision.

• Safety Awareness – Ability to identify and correct conditions that affect Team Member safety.

SKILLS & ABILITIES:

• Education – High School graduate or General Education Degree (GED) preferred.

• Experience – One (1) year of related experience in a warehouse or manufacturing environment and customer service experience.

• Computer Skills – Basic computer or tablet skills; basic office equipment. High Jump experience a plus.

Reasonable Accommodations Statement: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.