Customer Service Team Lead

W.S. Badger Company; Gilsum (NH); On-site; USD 63,039,000 - 77,366,000; Full time

Benefits offered by this job

Health Care Plan

401k / Retirement Plan

Paid Time Off

Job summary

W.S. Badger Company is seeking a Customer Service Team Lead to support the Badger mission by delivering exceptional service from intake calls to accurate order processing.

You will train and supervise the CS team and coordinate all orders from receipt to shipment, while guiding cross-department collaboration with Sales and Operations. You will represent Badger's products and values, manage daily CS operations, oversee Key Account and International orders, and ensure timely communication of

Qualifications

• 3-5 years of experience in a customer service role.
• Experience supervising or leading a team.
• Experience with order processing and account management.

Responsibilities

• Schedule daily coverage for all CS tasks (phone, email, data entry, retail CS, returns) including weekends/holidays.
• Manage Key Account and International order processing and coordinate with other departments for timely shipment.
• Coordinate training for new team members and manage timecards; oversee phone system.
• Enter orders from CS channels into Syspro and monitor stock updates on Shopify/Faire.
• Communicate shipping status and stock availability to Key/Intl Accounts; coordinate payments and shipping details.

Skills

Team leadership

Customer service

Order processing

Data entry

Inventory coordination

Tools

Syspro ERP

Gorgias

Zendesk

Microsoft Office

Job description

TheCustomer ServiceTeam Leadsupports the Badger mission and principles by ensuring exceptional customer service to our customers, from incoming calls throughaccurateorder processing. This positionis responsible fortraining, andproviding daily supervision of the CS team, and holds primary responsibility for coordinating allorders as they arrive at Badger– from receipt through shipment. The Customer ServiceTeam Leadalso supports the SalesTeam infacilitatingnew programsand troubleshooting issues as they arise, andrepresentsBadger's products, people, philosophy, policies, and materials in a positive and meaningful way.

Essential Responsibilities

Customer Service Operations

• Schedule daily coverage for all essential CS tasks (phone, email, data entry, retail customer service, and returns processing), including off-hours coverage for weekends and holidays as needed for online sales

• Ensure CS systems and phone coverage are available during all CS rep working hours, and all sales folders are attended to daily

• Ensure all data entry isaccurate,timely,and complete

• Manage allKey AccountandInternationalorderprocessing and work cross departmentally to ensuretimelyandaccurateshipment of orders

• Coordinate training for newteam members, ensuringallstaff areproperly trainedoncurrent systems, policies, and procedures, including refreshers and updates

• Reviews and preparesCS team timecards

• Manage phone system

• Lost sales reporting

• Maintain regular communication with the SalesOperationsManagerregardingstaffing gaps, operational bottlenecks, and emerging team issues to supporttimelyand effective problem-solving. Give feedbackforalignmentbuilding process.

General Customer Service Support

• Answer incoming calls and voicemailsin a timely manner,assistingcallers with all questions, concerns, and issues

• Enter ordersreceived via all CS channelsinto Syspro as needed

Order Coordination

• Distribute orders received viaall CS channels toCustomer Service Team for entry

• Conductmorning and afternoondaily order coordinationreportingto Customer Service, Sales, and Operations

• Monitor order volumes with all CS team members and continue to distribute or reallocate orders throughout the day.

• CoordinateKey Account and Internationalorder (large order) process:

• Enter and confirm all large Key Account and International orders received

• Maintain the Key-Int’l Order Update spreadsheet to keepan accuratelist of all new and pending large orders

• Conduct weekly large order review in coordination with the Large Order Team

• Communicate shipping and stocking status to all Key and International Accounts

• Coordinate payment and shipping details with customers and internally

• Manage stock communications andShopify/Faire inventory for in-stock/out-of-stock updatesanddetermineout-of-stock process (i.e., backorder, cut, order re-dating)

• Coordinateorder entry forall free fill & promotional orders for chains

• Coordinate entry of Rep and Key Account mailings and communicate special packing requirements and shipment details cross departmentally

• Ensure that a back-up is in place to complete order coordination tasks in your absence

• Enter Web inventory reconciliation orders daily

Account Maintenance

• Answer account requests and resolve concerns ina timelyand fair manner in consultation with other teams

• Enter and updatecontract pricingin Sysprofor all key accounts

• Maintain positive relationships with International and Key Account buyers

• Maintain and communicate new products, product changes, pricing changes or discrepancies, terms, and special allowances, including updating international pricelists and sending admin noticesfor international accounts

• Complete all new international vendor paperwork and set up new international distributor and key accounts in SYSPRO, communicatingspecial requirements(labeling, packaging, shipping, import/export documentation, etc.) tothe Fulfillment and Ops teams; create price lists if necessary

• Create order entry procedure documents for all new keyand internationalaccounts and updateas necessary

• Ensure all required paperwork is received prior to shipping key account opening orders

Administrative Tasks

• Manage Gorgias platformmaintenance and updates

• PerformBrand levelE-Commerceadministration: manage stocking position, overstocks, bundle management (badgerbalm.com, Faire)

• ManageMAPPTrapPlatform

• Perform internal document maintenance for new products, product changes, and price changes

OtherDuties

• Keep up-to-date and current about Badger products and ingredients through programmed and self-guided trainings

• Help to follow upon orderquestions as needed

• Coordinate shipping timelines andlogisticsinternally and externally

• Other duties, as assigned

Pay range $22.00 - $27.00 an hour; salary is commensurate to experience.

Education & Experience

• 3-5 years of experience in a customer service role, with a demonstratedtrack recordof resolving customer issues and improving service processes

• Prior experience in sales or a sales-support function, with an understanding of order processing, account management, or upselling/cross-selling techniques

• Experience supervising, mentoring, or leading a team preferred; candidates with informal leadership experience (e.g., training new hires, leading process improvements) will also be considered

• Exposure to project management principles or experience coordinating cross-functional initiatives is a plus

• Mustdemonstratea high levelof comprehension of the company’s products, natural and healing products, and communicate the value of these products.

Skills

• Strong computer skillsrequired, including Windows Office, Outlook, order entry systems,SYSPRO ERP software, have comfort levelmaintainingdatabases and creating informative reports.

• Proficiencywith customer service and CRM platforms (e.g., Gorgias, Zendesk, or similar) and comfort learning new software systems

• Strong oral and written communication skills.

• Ability to multitask, prioritize, manage time efficiently, work seamlessly across alldepartments, and be a strategic thinker.

• Highly organized and detail-oriented with the ability to see the larger picture.

• Capacity to flourish in an environment of rapid change and high ambiguity.

• Ability to work well independently, thinkcreativelyand be a constructive, helpful team member.

Physical Requirements

Physical requirements for the job include but are not limited to prolonged periods sitting at a desk and working on a computer. Must be able toliftupto 15 pounds at times. Employees should be able to perform the essential functions of the job with or without reasonableaccommodations.

EEO Statement

W.S. Badger Company, Inc. is an equal opportunity employer, dedicated to the policy of non-discrimination in employment on any basis including race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, marital status, hair texture or types, or other non-merit-based factors.

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Wellness Resources