Customer Service Lead

General description

The Customer Service Lead oversees the daily operations of the customer service team, ensuring exceptional service delivery, efficient order processing, and the cultivation of strong customer relationships. This role involves supervising staff, handling escalated customer issues, and collaborating with other departments to enhance customer experience.

Skills required

· Strong leadership and team management skills.

· Excellent communication and interpersonal abilities.

· Proficient in problem-solving and conflict resolution.

· Organized with effective time management skills.

· Adaptable to changing environments and customer needs.

· High level of computer literacy including proficiency in Microsoft Office Suite (Word, Excel, Outlook).

· Proficient in English.

Key responsibilities

· Supervise and support customer service representatives in processing orders.

· Communicate effectively with logistics companies and collaborate with the warehouse team to ensure timely order fulfillment.

· Address and resolve customer complaints, ensuring relevant information is communicated to appropriate departments.

· Monitor stock levels and liaise with the production and warehouse teams to manage inventory effectively.

· Participate in decision-making processes regarding order fulfillment priorities.

· Manage back-order processing and ensure customers are informed of order statuses.

· Respond promptly to customer inquiries, providing accurate pricing and delivery information.

· Gather information from sales teams to address immediate customer needs.

· Maintain and update customer records to ensure accurate account information.

· Foster and maintain strong relationships with customers to promote satisfaction and loyalty.

· Train new customer service staff in company policies, procedures, and customer service best practices.

· Develop and implement strategies to improve customer service processes and efficiency.

· Prepare reports on team performance and customer feedback for management review.

Experience

· Proven experience in a customer service role, with at least 3-5 years in a supervisory capacity.