Night Customer Service Lead

D’Artagnan, Inc.; Bensenville, Northern (IL, KY); Hybrid; USD 42,000 - 58,000; Full time

Job summary

Fortune Fish & Gourmet in Bensenville, IL is seeking a Customer Service Associate Lead to guide a team, coordinate with dispatch and drivers, and ensure timely processing of orders. You will engage with customers, document requests in the ERP, and uphold service standards.

The role requires experience in phone-based customer service, strong English communication, and proficiency with MS Office; ERP experience is a plus. A high school diploma is required.

Qualifications

• Experience in phone-based customer service.
• High school diploma or equivalent.
• Strong English communication skills.
• Proficiency in MS Office and basic data entry.
• ERP experience is advantageous.

Responsibilities

• Provide exemplary customer service and handle calls.
• Document customer requests in ERP accurately.
• Develop and maintain professional relationships with customers.
• Advise customers on substitutions for out-of-stock items.
• Ensure data accuracy in ERP and coordinate with drivers.
• Collaborate with Drivers and Outside Sales to meet customer needs.

Skills

Phone-based CS

English communication

MS Office

ERP experience

Data entry

Education

High school diploma or equivalent

Tools

MS Office Suite

ERP systems

Job description

Full Time Bensenville, IL, US

Summary of Position

The Customer Service Associate Lead plays a pivotal role in advancing the organization’s mission to deliver exceptional service to both customers and drivers. This position entails leading the customer service team by collaborating with other members of the Fortune team to address customer needs and requirements effectively. The Customer Service Associate Lead will engage in communication with both dispatch and drivers to optimize customer service, while also guiding the team in managing incoming customer calls and promptly processing orders.

Duties & Responsibilities

• To provide exemplary and courteous customer service, it is essential to receive calls while comprehensively understanding customer requirements and needs. This process includes accurately documenting customer requests within the company’s ERP system.
• It is imperative to acquire and uphold a high level of product knowledge to effectively serve customers.
• The development and maintenance of professional relationships with customers are crucial for nurturing these connections.
• Acting as an advisor, one must inform customers of items that have not been ordered or are out of stock according to the standard ordering process. Appropriate alternatives that address customer needs should be offered.
• Ensuring the accuracy of customer information is vital, along with guaranteeing that data entry into the company ERP system is precise.
• Collaboration with Drivers and Outside Sales is necessary to ensure that customer requirements are met promptly.
• Additional responsibilities may be assigned as required by the Sales Manager.

Requirements

• Experience: Proven experience in phone-based customer service is required. While knowledge of seafood is preferred, it is not mandatory, as comprehensive training will be provided.
• Education: A high school diploma or its equivalent is required.
• Work Ethic: A demonstrated enthusiasm for working in a dynamic and fast-paced environment is essential.
• Communications: Candidates must possess advanced verbal communication skills in English.
• Technical Skills: A high level of proficiency in personal computer usage and the Microsoft Office Suite is required, along with a strong fluency in internet applications. Experience with Enterprise Resource Planning (ERP) systems is advantageous.
• Additional Considerations: Any combination of the aforementioned qualifications will also be taken into account.

Fortune Fish & Gourmet is an equal opportunity employer.

Our Mission is to elevate meals and lives by uniting unmatched product quality and selection with responsible sourcing, faithful stewardship, and unparalleled commitment to our customers’ and team members’ success.

Our Vision is a world in which we can all: