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Gourmet Foods International · 12 hours ago

Customer Service Team Lead

Concord, NC

Full-time

Onsite

Mid Level

$23/hr - $26/hr

Gourmet Foods International is seeking a Customer Service Team Lead to oversee the Customer Service Department and Sales Desks while supporting general office management functions. The role is responsible for ensuring smooth daily operations and effective team performance, as well as delivering consistent service to both internal partners and customers.

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Responsibilities

Managing and participating in all new-hire training for Customer Service and Sales Desk team members

Coordinating and overseeing cross-training within the department to ensure coverage and operational continuity

Reviewing Power Integrator reports throughout the day to identify electronic order exceptions and working with coordinators or customers to resolve issues

Reviewing duplicate order reports to identify and resolve potential problems

Reviewing daily operational reports with CSRs, including daily sales, return sheets, ZZ reports, and shortage reports

Running and reviewing afternoon reports highlighting items below cost and potential foodservice shortages

Troubleshooting order and delivery issues related to daily delivery routes and collaborating with Transportation to resolve them

Providing desk coverage as needed, including entering orders, answering phones, and responding to order status inquiries from sales representatives and customers

Maintaining and updating Customer Service procedures and reference materials, including sales representative listings, territories, phone lists, account minimums, route cut-off sheets, and special handling procedures

Communicating general office announcements, procedural updates, and policy changes

Reviewing employee timesheets and online time clock entries

Approving and submitting vacation and sick time and reconciling time-off records in the ADP system

Managing office operations, including copier supplies, maintenance calls, and reconciliation of copier statements

Reconciling weekly and monthly vendor invoices

Coordinating logistics for General Sales Meetings, including space procurement, hotel accommodations, handouts, and follow-up tasks

Supporting miscellaneous divisional responsibilities, including processing pickup requests, billing specialty vendor orders, and assisting with general CSR support needs