Customer Service Team Lead

About Franke

We, the Franke company with its three divisions, are a world's leading supplier of products and services for domestic kitchens, the professional foodservice systems and the convenience store sector as well as for professional coffee making. With around 60 companies, we are at home on five continents. Over 8,000 employees constantly take on new perspectives to identify opportunities and turn them into inspiring, innovative solutions for tomorrow’s demands.

The Franke Foodservice Systems division is a world-leading supplier of kitchen facilities, equipment and supplies solutions. As a full system manufacturer, distributor and program management partner, we supply global chains in the quick-service restaurant, convenience store and supermarket segments, helping to manage unit growth and upgrade their facilities.

 

About the job

SUMMARY
The Customer Service Team Lead will primarily be responsible for assigning, delegating, and developing the Customer Service Representatives as well as backing up the Customer Service Manager. 
 

Your tasks

ESSENTIAL DUTIES AND RESPONSIBILITES
•    Develops, mentors and coaches subordinates to grow their potential and career paths.
•    Assigns and delegates duties to subordinates.
•    Monitors individual employee and department productivity and ensures department goals are met.
•    Assists staff with maintaining relationships and solving problems for customers.
•    Resolves escalated customer issues.
•    Assists manager in controlling expenditures of department to conform with budget requirements.
•    Backup Customer Service Manager in their absence. 
•    Performs essential duties and responsibilities of a Customer Service Representative I and II. 
•    Coordinates with Human Resources, all aspects of employee relations including, but not limited to, employee interviewing, hiring, coaching, counseling, disciplinary action, complaints, scheduling, training and development etc.
•    Reliable attendance a must.
•    Other duties as assigned.

Requirements

KNOWLEDGE, SKILLS AND ABILITIES
•    Clerical Skills-Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology
•    Customer Service — Knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
•    Intermediate Language Skills - Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effective before groups of customers or employees of organization
•    Intermediate Math Skills - Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. 
•    Intermediate Reasoning Ability -Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations 
•    Computer Skills-Word, Excel

EDUCATION and/or EXPERIENCE 
•    Associate's degree (A.A.); 
•    Minimum one year prior related work experience;
•    Or equivalent combination of education and experience.

SUPERVISORY RESPONSIBILITIES
•    May directly supervise staff
 

What we offer you

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
•    Subject to inside environmental conditions: Protection from weather conditions but not necessarily from temperature changes

ENVIRONMENTAL, HEALTH AND SAFETY
Employee will follow all Environmental Health and Safety rules that are set forth by the company. 

COMMENTS
This job description is an outline of the major recurring responsibilities of the job. It is not intended to be all-inclusive of the work to be performed. Other related job objectives, special assignments and less significant responsibilities will be performed by the incumbent(s).

This job description also complies with the Corporate Regulations (Policies, Coordination Standards and Competence Regulations of the Group, Division and Location).
 

Contact details

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