Principal Duties and Responsibilities
The responsibilities include the following (other duties may be assigned):
Lead, coach, and develop customer service team members by setting clear performance expectations, establishing goals, conducting performance evaluations, and providing ongoing feedback to drive engagement and productivity.
Foster a positive, collaborative, and accountable team environment that encourages continuous improvement and professional growth.
Ensure team members are effectively trained in customer service best practices, product knowledge, company policies, and internal systems through the development and maintenance of SOPs and training materials.
Act as the primary escalation point for complex customer inquiries and complaints, ensuring timely, professional, and satisfactory resolution.
Analyze customer feedback, service metrics, and operational data to identify trends and implement process improvements that enhance efficiency and customer satisfaction.
Support the organization’s transition from a traditional customer service model to a proactive, end-to-end customer experience approach.
Perform system and regression testing related to customer service processes and workflows to ensure system accuracy and functionality.
Coordinate and submit help desk tickets for system or equipment issues impacting team performance and follow through to resolution.
Monitor Microsoft Dynamics 365 (D365) data and system queries to identify errors and implement corrective actions, ensuring order-to-invoice accuracy and operational efficiency.
Collaborate cross-functionally with Sales, Accounts Receivable, Operations, and Distribution teams to ensure a seamless and consistent customer experience.
Qualifications
Experience and Education Required
Minimum of 3-5 years of experience in customer service or customer support roles
At least 2 years of experience in a lead or supervisory role.
Demonstrated experience handling escalated customer issues and resolving complex service challenges.
Experience working with CRM or ERP systems and customer service platforms.
Education and Experience Preferred
Bachelor’s degree in Business Administration, Operations Management, or a related field.
5+ years of direct supervisory experience in a customer service or customer experience environment.
Experience in a manufacturing or distribution environment.
Experience with Microsoft Dynamics 365 (D365) or similar ERP systems.
Prior experience leading process improvement initiatives or participating in continuous improvement programs.
Specific Knowledge, Skills, and Abilities Required
Strong understanding of customer service principles, customer experience strategies, and service recovery techniques.
Ability to lead, motivate, and develop a team in a fast-paced environment.
Strong organizational skills with the ability to manage multiple priorities and deadlines.
Proficiency in Microsoft Office (Excel, Word, Outlook) and reporting/analytics tools.
Ability to analyze data, identify trends, and translate insights into actionable improvements.
Ability to collaborate effectively with cross-functional teams, including Sales, Operations, Finance, and Distribution.
Adaptability and willingness to embrace change and support system/process enhancements.
Reasoning Ability
Ability to define problems, collect and interpret data, establish facts, and draw valid conclusions.
Ability to manage complex customer situations by evaluating multiple variables and determining the most appropriate course of action.
Capable of balancing customer needs with business objectives to make sound, timely decisions.
Ability to develop and implement practical solutions to improve processes, efficiency, and customer satisfaction.
Strong critical thinking skills with the ability to anticipate issues and proactively address them.
Certificates, Licenses, and Registrations
Physical Demands
The physical demands described here are representative of those required to successfully perform the role’s essential functions. Reasonable accommodations will be made for individuals with disabilities.
Prolonged periods of sitting at a desk and working on a computer.
Walking through office and manufacturing environments, using appropriate personal protective equipment.
Ability to climb stairs, bend, stoop, and lift or move up to 50 pounds.
Standing, reaching, talking, seeing, hearing, and writing as part of day-to-day activities.
Work Environment
The work environment is representative of those an employee would encounter in a normal office environment position with some exposure in the manufacturing and distribution center environments. This position could travel up to 10% of the year, depending upon business needs.
Key Performance Indicators (KPIs)
Timeliness and effectiveness of issue resolution, including escalation turnaround time.
Volume and trend of customer complaints and successful resolution rates.
Team productivity and service level adherence.
Employee engagement and retention within the customer service team.
Adoption and effectiveness of process improvements and system enhancements.
Data accuracy and quality within CRM/ERP systems.
Cross-functional stakeholder satisfaction with customer service support.