Customer Service Lead – Fort Mill

F. Schumacher & Co., America’s leading name for manufacturing and distributing fabric, wall covering, floorcovering and furnishings is seeking an enthusiastic Customer Service Representative. This person will be part of an integral team responsible for Customer Service at our distribution center.

The Customer Service Team Leader develops and delivers the service levels required to provide customers with the best experience possible. The Team Leader leads the customer service team to consistently exceed the customer’s expectation and provides transparent communication and information.

The team leader will provide support to all internal and external customers; instructing, mentoring, and training team members to develop robust departmental systems, policies and procedures to sustain a high level of service. Lead by example and foster a continual improvement culture.

Job Responsibilities:

Sales Support

• Respond to incoming calls, chats and emails in a timely manner
• Coordinate with logistics, warehouse, and inventory teams to ensure escalations are solved in a timely manner.
• Handle customer issues with empathy and professionalism, turning negative experiences into positive outcomes.
• Communicate with internal customers to resolve issues.
• Collaborate with Customer, Sales, & Logistics to implement order pattern optimizations & efficiencies.
• Work cross-departmentally to ensure you are providing accurate, up-to-date information.
• Assist sales when order errors have occurred, liaising with warehouse team when required.
• Manage escalated orders coming from sales team which result from an issue with warehouse error or delivery.
• Support sales in the successful conclusion of warehouse holds or errors.

General and Task Management

• Identify opportunities to enhance internal processes which promote best practice and lead to overall performance improvement and organizational efficiency.
• Monitor performance and lead the team to achieve key performance indicators and provide an excellent service to customers.
• Evaluate customer feedback and identify ways to maximize customer satisfaction.
• Ensure that standard operating procedures are documented and maintained.

Requirements

Job Requirements:

• Excellent "can-do" attitude, strong work ethic, and great team spirit.
• Capable of thriving in a fast-paced and highly dynamic environment.
• Strong verbal and written communication skills
• A people person with a passion for providing a best-in-class customer experience
• Ability to multitask and change direction based on business needs
• Ability to work in a team environment
• Composed, professional, and an adept problem solver
• Proficiency in MS Office (including Excel, Outlook, and Word)
• Ability to give and receive honest and direct feedback
• Ability to work required overtime when business needs warrant it
• Experience with Zendesk a plus
• Prior experience in a customer service capacity
• Must be on-site at our Fort Mill, SC Distribution Center

F. Schumacher & Co. is an Equal Opportunity Employer committed to diversity, inclusion, and equality in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law.