Customer Service Lead - Training & Process Improvement

NORTH COAST LOGISTICS, INC.; Brook Park (OH); Presencial; USD 26.000 - 37.000; Jornada completa

Descripción de la vacante

NORTH COAST LOGISTICS, INC. is seeking a proactive Customer Service Lead to head the team responsible for order processing, inquiries, and account support. You will supervise clerical staff and partner with management to meet service goals.

This role requires strong communication, experience in customer service and warehouse environments, and the ability to train staff, implement procedures, and manage daily operations in a fast-paced setting.

Formación

• Authorized to work in the United States.
• Ability to lift 30 pounds and safely lift, turn, position and transfer product accordingly.
• Strong communication skills, both oral and written.
• Satisfactory background check.
• Compliance with OSHA and MSDS Standards.
• Flexibility to work any shift required by customer and business needs.
• 2-3 years customer service experience, preferred.
• 1-2 years warehouse experience, preferred.
• 1-2 years of supervisory experience required.
• Must possess the appropriate computer experience (i.e. Microsoft Office, SAP, WMS).
• Ability to multitask and work in an organized manner.

Responsabilidades

• Supervise all customer service and clerical personnel.
• Provide training programs for customer service representatives to ensure that NCL procedures are understood and adhered to.
• Conduct weekly, monthly, and quarterly training sessions.
• Participate in and lead Process Improvement Teams to ensure current processes meet internal and external customer needs, along with suggesting and/or reviewing process improvements or new procedures.
• Oversees and performs all duties and responsibilities of the Customer Service Representative.
• Addresses more complex and non-routine customer issues and requests.
• Develops and ensures all account procedures are properly documented and meet account needs to include inbound receipts, outbound order processing, invoicing, reports generation, customer communication, labeling, EDI, database set up, location records maintenance, work orders, etc.
• Assist with new account set up per NCL procedures, make initial contact with new accounts to ensure satisfaction when needed, assign new accounts to appropriate customer service representative after set up is complete
• Reviews all inventories and reconciliation and reports results to the Operations Manager/General Manager and Director of Operations
• Maintains a good working relationship with internal and external customers by responding to all inquiries and complaints concerning work orders, shipments, inventory counts, etc.
• Ensures all inbound orders are entered daily within 24 hours of inbound arrival and all orders are shipped off daily.
• Assist with Elite WMS maintenance and support.
• Prepares accounts for end of the month billing.
• Review end of month billing for accuracy and coordinate with billing specialist as needed on billing completion.
• Cross trains Customer Service Representatives on all accounts.
• Prepares all Hazmat paperwork for air and ocean shipments, if applicable.
• Oversees and maintains office supplies inventory.
• Reviews and approves office/administrative related invoices.
• Other duties as assigned.

Conocimientos

Strong communication

Customer service

Multitasking

Herramientas

Microsoft Office

SAP

WMS

Descripción del empleo

NORTH COAST LOGISTICS, INC. is seeking a proactive Customer Service Lead to head the team responsible for order processing, inquiries, and account support. You will supervise clerical staff and partner with management to meet service goals.

This role requires strong communication, experience in customer service and warehouse environments, and the ability to train staff, implement procedures, and manage daily operations in a fast-paced setting.