Customer Service Lead — ERP/CRM Leader & Team Coach

Ohio Transmission Corporation; Newington (CT); On-site; USD 45,000 - 52,000; Full time

Job summary

Ohio Transmission Corporation is seeking a Customer Service Lead to plan, coordinate and execute the customer service support of the organization. This role assists the Operations Manager with improving performance, productivity, efficiency, and profitability through effective methods and strategies.

Responsibilities include leading CSR staff, aligning with Sales, and serving as the ERP/CRM expert for the team.

Qualifications

• Associate degree or equivalent with related experience.
• Ability to lead a team and supervise CSR staff.
• Strong customer service and problem-solving skills.
• Proficient with Microsoft Office and ERP systems.

Responsibilities

• Lead customer service associates across facilities.
• Perform all base CSR functions and supervise staff.
• Align CSR staff with Sales and Customer base needs.
• Serve as ERP/CRM knowledge resource for the team.
• Maintain scorecards, review reports and action items.
• Adjust CSR workload and provide corrective actions.
• Coordinate credits, returns and vendor interactions.
• Conduct merit and performance reviews with Operations Manager.
• Ensure policy compliance and drive process improvements.
• Train and mentor team, participate in special projects.

Skills

Lead a team

Customer service

Problem solving

Communication

Planning

Adaptability

Detail oriented

Education

Associate Degree or equivalent

High School Diploma with related experience

Tools

Microsoft Office Suite

ERP

Job description

Ohio Transmission Corporation is seeking a Customer Service Lead to plan, coordinate and execute the customer service support of the organization. This role assists the Operations Manager with improving performance, productivity, efficiency, and profitability through effective methods and strategies.

Responsibilities include leading CSR staff, aligning with Sales, and serving as the ERP/CRM expert for the team.