Job-ID: 15243; Location(s): Broomfield, CO
Job Description Summary
The Lead, Customer Service Representative is responsible for overseeing the daily operations of the region in order to maintain a high performance team. The regional team is focused on serving customers by answering questions, entering quotes, orders, resolving complaints, and collaborating with field sales to support sales growth and initiatives. The lead utilizing organizational skills and key performance indicators ensures proper distribution of work, cross training, and customer satisfaction. They also work with other regional leads to share best practices and ensure standard work is in place for all key processes. The Customer Service Lead will work closely with the Sales Directors and Regional Managers to support and maintain team objectives.
Job Description Details
Lead

• Leads, trains, motivates, develops and retains a high performance team.
• Accountability for grade of service & KPIs.
• Maintains policies, and procedures.
• Motivates team to improve performance and provides training and development opportunities as needed.
• Task assignment/management
• Provides assistance and support to Regional Managers, Directors, and field sales.
• Maintains work schedules for phone coverage and order fulfillment processing.
• Supports Director with personnel management and compliance of policies.

Customer Service

• Answers general inquiries regarding pricing, products, scheduling, etc.
• Provides order follow up communications with customer, sales and support regarding questions or discrepancies, including but not limited to invalid purchase order numbers, back orders, shipping methods, part numbers, pricing issues, estimated delivery dates, etc.
• Facilitates ongoing communication/collaboration between all departments to achieve order quality and improvement.
• Proactively identify and help implement enhancements to order management processes and tools to support a positive customer experience, streamline order processing, and provide scalable solutions

Field Sales Support

• Provide support of Field Sales including returning customer phone calls, account and special pricing, information and product availability obtained through SAP.
• BW reporting for sales and customer information

Required Qualifications
Knowledge, Skills and Abilities

• Knowledge of computer programs, including Microsoft Word, Excel, Outlook, PowerPoint, SAP
• Excellent organizational skills with the ability to multi-task
• Excellent presentation skills, ability to adapt to audience
• Ability to motivate and lead team, persuasive and tenacious
• Ability to effectively communicate with all levels of the organization, both verbally and in writing
• Ability to pay close attention to detail
• Ability to generate ideas, develop concepts and execute innovative solutions
• Ability to perform with superior service, reflecting a positive company image while sustaining a positive attitude with those you interact with; always going above and beyond to help others out, regardless of their position or department.
• Advanced knowledge of products and services

Education, Certification/License & Work Experience

• Associate's Degree in Business, Liberal Arts, or related discipline
• OR
• 3-5 years minimum experience leading teams in premium/high quality customer service order and call center environment.
• Strong background in market / customer / sales facing environment preferred

Total Rewards Package
Compensation

• Base: $60,000 to $65,000 annually, based on specific compensable factors including, but not limited to education, work experience, and geographic market.
• Bonus: This role will be eligible for participation in a discretionary annual bonus program, pursuant to which an employee may be awarded a percentage of their salary based on the company's performance and their own individual performance.

Benefits

• Medical, Dental, Vision
• Wellness Program
• Health Savings Account (HSA) with a company contribution
• Voluntary Benefits (Life, AD&D, Disability)
• 401(k) retirement plan with a 7.5% company contribution
• Time Off Programs - 22 days Paid Time Off (PTO), 9 Company Holidays, 2 Volunteer Days

Application Window

• Posting date: 01/06/2025
• The application deadline for this job is: 02/07/2025

Your contact person:
Brad Kerwin
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