Customer Service Representative Lead

Company Description

We are committed to our culture that values Customer Focus, Flexibility, Knowledge, Speed and Integrity. Joining our team means you will work in a high performing global company where employees collaborate and strive for excellence. 

Job Description

The Customer Service Representative Lead plays a vital role in managing customer interactions, acting as a liaison between customers, the CSR team, and management. They are responsible for addressing and resolving customer inquiries and concerns about products, orders, deliveries, and ensuring that the CSR team is well-equipped to provide prompt and efficient support. Additionally, the Lead is responsible for responding to incoming calls and handling inquiries in a professional and timely manner.

Key Responsibilities include:

• Lead, direct, train, and represent the CSR team effectively.
• Ensure the customer service team meets their annual SMART goals, both individually and as a team.
• Conduct monthly backlog reconciliation with precision and thoroughness. 
• Vigilantly monitor submitted purchase orders for accuracy and ensure timely entry.
• Collaborate assertively with Sales Reps/Inside Sales to align orders with the correct PO structure.
• Proactively and confidently communicate any concerns from customers or XP Power to your manager in a timely manner to ensure issues are addressed promptly and effectively.
• Improve CSR process through continuous analysis and adaptation.
• Maintain proficiency with Salesforce/AS400/SAP and major customer ordering systems. 
• Participate in a variety of office projects and administrative requests when necessary. 
• Ensure CSR team promptly contacting clients to obtain missing information or answer inquiries. 

Qualifications

• 3+ years proven work experience in an administrative support role; ideally as a Sales Administrator. 
• Hands on experience with CRM software (preferably Salesforce). 
• Proficiency with MS Office products. Experience with SAP highly desired. 
• Knowledge and implementation of customer service best practices. 
• Independent and proactive with strong problem-solving skills. 
• Ability to work under changing and strict deadlines. 
• A team player with a high level of dedication. 
• Strong written and verbal communication skills. 

Additional Information

XP Power provides a safe and healthy working environment that is stimulating and collaborative, where employees are empowered to make a real difference. We place our people at the heart of everything we do. We understand that if we provide our people with the ultimate experience, they will provide the ultimate experience to our customers. 

We also offer a comprehensive benefits package including: 

• 100% Employer Paid Medical, Dental and Vision Insurance for Full-time Employees 
• Annual Compensation Bonus (Percentage dependent on Company profitability and individual performance) 
• Company 401(k) Match (up to 6%) 
• Mental Health Benefits 
• Paid Time Off (Accrual starts at 3 weeks per year) 
• 13 Company Paid Holidays  
• Paid Time Off for Volunteer Work (up to 8 hours per year) 
• Employer Paid Supplemental Short-Term Disability Insurance  
• Veterinary Pet Insurance 
• Company Social Events Held Throughout the Year 
• A Friendly Culture Where People Collaborate and Strive for Excellence