Customer Service Team Lead - MCR Safety

Bunzl; Collierville (TN); On-site; USD 60,000 - 80,000; Full time

Job summary

MCR Safety, a Bunzl company, is hiring a Customer Service Lead at our Collierville, TN headquarters. The role oversees the customer service team, coaches staff, and ensures high-level service for the Retail channel, with potential cross-channel duties as needs evolve.

You will partner with Retail sales, develop SOPs, and produce service reports for management review. Strong Excel skills and SAP experience are preferred for data-driven decision making.

Qualifications

• High school diploma or equivalent required.
• +5 years of related customer service lead experience.
• Able to work with cross-functional teams and deliver results.
• Advanced experience in Excel; proficient with MS Office.
• SAP experience and retail or supply chain industry experience a plus.
• Excellent problem solving and communication skills.
• Overtime may be available in evenings or weekends.

Responsibilities

• Partner with Retail sales to define and measure service level metrics.
• Create detailed SOPs for each retail customer outlining portal activity and order flow/reporting.
• Own continuous improvement for the retail customer service team (order flow, returns, back orders, fill rates).
• Develop, prepare and distribute service reports for management and trends.
• Support cross-channel projects and other customer service tasks as needed.
• Understand onboarding process and escalate when required.
• Ensure data integrity and maintain data pipelines for reporting needs.
• Collaborate with Director of Customer Care and Retail Sales to deliver data solutions.

Skills

Strong Excel

Cross-functional teamwork

Customer service leadership

Communication skills

Problem solving

Education

High school diploma or equivalent

Tools

SAP

MS Office

Job description

Job Category : Telesales & Customer Service

Requisition Number : CUSTO022230

• Full-Time
• On-site

Locations

Showing 1 location

Collierville, TN 38017, USA

Description

MCR Safety, a Bunzl company is now hiring for a Customer Service Lead, based at the headquarters in Collierville, TN. The Customer Service Team Lead will provide quality and efficient customer service through the daily oversight and direction of the customer service team; to assist the Customer Service Manager with team member coaching, training and skill development to ensure customer satisfaction; to provide ongoing communication to the Customer Service Manager with respect to areas requiring additional support and/or training, overall performance of the group and/or systems and general feedback as it pertains to the customer service team’s overall effectiveness. Additionally, this role is primarily aligned to support the Retail channel; however, responsibilities may extend beyond Retail as business needs evolve. The Customer Service Manager may be required to support cross-channel initiatives, strategic projects, and broader company priorities to ensure alignment with overall MCR Safety Group business objectives.

Responsibilities:

• Partner with our Retail sales team to clearly define and measure our key service level metrics.
• Create detailed SOPs for each retail customer to clearly outline if any portal activity is required and what those requirements include – complete order process flow – any reporting requirements.
• Own the continuous improvement process for our retail customer service team focused on process improvement in the areas of order flow, product returns, back orders, and fill rates.
• Develop, prepare, and distribute service reports to the Customer Service Manager that will be used to track progress towards our goals and customer level trends.
• Continued support for Commercial customer team projects as needed. Projects include, but are not limited to, phone support, order processing, and other customer service tasks.
• Demonstrate a basic knowledge of all facets of the new retail customer onboarding process and execute appropriate tasks as needed. Proactively escalat when necessary.
• Ensure the integrity and accuracy of data submissions and maintain data pipelines that support ongoing reporting needs.
• Collaborate with Director of Customer Care and Retail Sales Team to support project execution by delivering timely, accurate, and visually compelling data solutions.

Knowledge, Skills, Competencies, and Abilities:

• Strong interpersonal and communication skills and the ability to work effectively within teams.
• Understanding of core customer service standards in both BTB and B2C distribution environment
• Compile, analyze, interpret, and present customer service level reports, statements, and/or projections.
• Prioritize work and ensure all needed tasks are completed within designated timeframes.
• Investigates and resolves customers’ concerns of a complex or long-term nature.
• Conducts training of customer service representatives and customer service order entry including new hire training, specific individual training needs, and on-going communication regarding products, procedures, policies, and customer service guidelines.
• Acts as a liaison between the company and distribution center(s) to fulfill customer orders including daily pick ticket drop(s), communicating on same day shipment requirements, customer order status, and specific customer inquiries.
• Answers incoming customer calls and emails providing timely and accurate information regarding order status/changes/returns, company products, and programs.
• Reviews and resolves issues regarding orders on hold.
• Partners with sales team and management to resolve discrepancies regarding payment terms, pricing, freight charges, order status, inventory, and special-order handling.
• Research key customer shipping requirements to prevent chargebacks and ensure excellent customer service levels.
• Provides back up support to order entry and checking customer service inbox.
• Prepares monthly departmental reports and trends information for monthly management review meetings.
• Performs all other responsibilities that may be necessary to fulfill the duties associated with the position or as may be assigned.

Requirements:

• High school diploma or equivalent required
• +5 years of related customer service lead experience.
• Able to work with cross-functional teams in a collaborative environment and deliver results.
• Must have advanced experience in Excel and be proficient with other MS Office products.
• SAP experience as well as retail or supply chain industry experience a plus.
• Ability to handle stressful circumstances tactfully and timely.
• Teamwork orientation.
• Customer/client focus.
• Problem solving and analysis.
• Initiative-taker with good listening skills and ability to interact with people in a positive manner.
• Professional verbal and written communication skills.
• Overtime may be available in evenings or weekends as workload demands.

What's In It For You?

The perks of being a Bunzl team member don’t stop at being part of a great team or being values as our #1 asset. We offer a full range of benefits to help our employees take care of themselves and their families today, tomorrow, and for the future.

• Medical, Dental & Vision Benefits effective the 1 st day of the month after 30 days
• Paid Time Off – Vacation, Sick, Holidays and Personal Time
• 401K with generous company match
• Additional benefits information can be found on the Bunzl Careers home page under Benefits and Perks

Bunzl North America is a global leader in the Cleaning & Hygiene, Food Processing, Grocery, Health Care, Non‑Food Retail, and Safety industries. We have grown both organically and through acquisitions to exceed $10 billion in sales. Headquartered in St. Louis, Missouri, Bunzl operates more than 100 warehouses and serves all 50 states, Puerto Rico, Canada, and parts of the Caribbean and Mexico. With more than 10,000 team members and over 400,000 supplies, Bunzl is recognized as a leading supplier across North America—and proudly certified as a Great Place to Work®. At Bunzl, you’ll find Unlimited Potential… Your Career - - Our Future!

Bunzl Distribution has a tradition of commitment to equal employment opportunity. It is the established policy to attract and retain the best qualified people without regard to race, color, religion, national origin, sex/gender (including pregnancy), sexual orientation, age, disability or veteran status as provided by law.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.