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NewStream Enterprises · 2 weeks ago

Customer Service Lead - SRC Logistics - Illinois, Inc.

Joliet, IL, US

Full-time

Onsite

Mid, Senior Level

5+ years exp

SRC Holdings Corporation is seeking a Customer Service Lead to manage interactions with customers and ensure satisfaction. The role involves training associates, handling complaints, and developing reports to track customer service performance.

IndustrialIndustrial ManufacturingSupply Chain Management

Responsibilities

Participate in and support the principles of Great Game of Business and Open Book Management

Confer with customers by telephone, email or in person in order to provide information about products and services

Develop weekly, monthly, and quarterly reports to show progress of core calls and customer satisfaction

Identify new opportunities for revenue and improved service

Train current and new associates on approved work instructions

Ensure customer(s) EPA program compliance through timely communication with dealers

Take details of customer complaints and/or requests and work to resolve them in a timely manner with the goal of maintaining Customer satisfaction

Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken

Check to ensure that appropriate changes were made to resolve customers' problems

Contact customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments

Refer unresolved customer grievances to designated departments for further investigation

Create/Approve/Cancel Material Shipping Orders (MSO’s)

Update customer account information

Upon request from Customer, make outbound core calls in order to fill core shortages for the Suppliers and track the results of such projects

Support Program Manager in growing accounts, tracking efficiencies, and keeping resolution time to a minimum

Create work instructions

Qualification

Customer Relationship ManagementMicrosoft OfficeCommunicationOrganizationIndependenceFlexibilityBasic MathEnglish Language

Required

High School diploma or GED

Excellent oral and written communication as appropriate for the needs of the audience, including presentation and analytical skills

Time management, attention to detail, ability to multi-task and prioritize

Solid computer proficiency with an in-depth knowledge of Microsoft Office & Windows based programs

Being a self-starter and developing one's own way of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done

Being open to change (positive or negative) and utilize effective change management techniques

effectively understand the structure and content of the English language, including meaning and spelling of words, rules of composition, and grammar

effectively use basic math to solve problems

Must be extremely reliable, responsible, dependable, in order to fulfill obligations

Embrace opportunities to expand personal competencies and capabilities through training & education

Engage and support Logistics' safety culture and efficient operation of the business and maintain positive working relationships with employees across the organization

Participate in and support the principles of Great Game of Business and Open Book Management