Customer Service Lead

Customer Service Lead

What is the objective of the Customer Service Lead role at Sur-Seal?

The Customer Service Lead will work cross-functionally within the company to manage and develop all aspects of their own assigned customer accounts while functioning as a lead to the other CSR’s and supporting them.

Who is the ideal candidate?

The Customer Service Lead must be a highly driven, customer- focused professional, with excellent communication skills. This individual will also be a consummate leader, team player and collaborator, working cross-functionally throughout the organization to solve unique customer situations as they arise. The ideal candidate will also be very organized and detail-oriented with the ability to remain calm under pressure and lead the others on their team.

Essential Accountabilities of the Customer Service Representative:

•Being able to lead a team of customer service representatives through example.

• Reviewing and managing customer orders for themselves and the team as needed.

• Acknowledging customer orders within 24 hours of receipt of PO.

• Committing to specific ship dates to our customers through a decision process that includes the following factors: inventory level, revision level, stocked/non-stocked, raw material availability, available production capacity, etc.

• Leading cross-functional discussions when acknowledge order date is beyond customer requirement.

• Communicating customer part obsolescence internally and coordinating actions to recoup as much potential loss as possible.

• Reviewing daily shortfall report, communicating internally and working with customers regarding possible changes to delivery date.

• Prioritizing production backlog for top customers.

• Managing customer expedites with production/purchasing and communicating status to customer. Analyzing and making decisions on options with consideration to cost, lead time, risk to other customers, etc.

• Investigating discrepancies with 3PL and internal processes to maintain inventory accuracy.

• Following up with customer regarding on-hold orders so revenue can be realized.

• Leading communication of quality issues, ensuring resolution to the customer.

• Identifying and improving Customer Service processes.

• Partnering with Mexico Customer Service Representative to coordinate and expedite U.S. shipments not from 3PL warehouse

• Developing and maintaining relationships with customers that facilitates open dialogue on Sur-Seal perception and performance.

• Visit customer site as needed to develop and grow relationships.

• Leading cross-functional teams to solve business issues directly affecting customers.

• Ensuring customer account data is accurate and current.

Competencies, Skills and Experience

• 5-8 years of related customer service experience in manufacturing, leadership experience required

• Business to business experience, preferred

• Experience with high volume/SKUs, preferred

• Exhibits ability to be proactive and to multi-task

• Demonstrates a high degree of professionalism in written and oral communication skills

• Demonstrates analytic and problem-solving abilities

• Experience utilizing an ERP system (Epicor experience a plus)

• Bachelor’s Degree in related studies is required

The Compensation package for the Customer Service Representative includes:

• Competitive base salary with variable compensation components

• Health, dental,