Customer Service Lead
hace 10 días
Mooresville
Job Description Job Title: Customer Service Lead Responsible to: President Location: Mooresville, North Carolina. Work Times: 8am to 4.30pm (Monday to Friday) with 30-minute lunch. A degree of flexibility will be needed at peak period. Salary: Full time, Non-Exempt. Summary The purpose of this role is to provide comprehensive and proactive leadership and administrative support to the sales office to keep the business running efficiently on a day-to-day basis. Person Specification Your responsibility as a customer service lead is to provide exceptional, responsive service oversight related to all aspects within customer engagement from raising sales orders, conversing with customers about their needs, price changes, deliveries, shipping, logistics solutions and product availability while also providing support for the outside sales team. Key Responsibilities Oversight and direct engagement with the following functions:- • Raising Sales orders with the company software for all incoming Purchase Orders within 24 hours of customer sending, providing there are no issues with the PO or Customer., • Resolve PO issues with the customer in a timely manner, • Coordinate with production on availability and lead times and communicate these to the customer immediately., • Coordinate and communicate any changes both from the customer and to the Customer to Production immediately., • Contact customer to determine customer’s agreement or need on short shipments., • Contact customer to relay any shipping issues, • Prepare and send Pricing History reports., • Ensure customer responses are closed out in a timely manner., • Coordinate with sales team, customer, and production to ensure understanding of client’s product needs., • Prepare and submit weekly sales reports., • Daily sales meeting participation, • Update and manage Sales Order Book Report, specifically shipping dates, quantity adjustments, etc., daily., • Keep Quote Log updated daily., • Send New Customer Onboarding packets., • Responsible for Annual Customer Undertaking Forms (ACU) for new and existing customers., • Update Customers on status of orders and deliveries within 24 hours., • Process PO revision requests within 24 hours., • Proforma to CIA customers for wire prior to shipping., • Manage customer complaints and send notifications to Directors/Management immediately., • Email Stock Checks., • Respond to all customer inquiries within 24 hours., • Work with Logistics to track shipments for customers and provide updates to the customer within 24 hours., • Provide office and Logistics back up as assigned and needed., • Answer incoming calls., • Support all aspects of client accounts., • Ensure delivery schedule is maintained and ensure individual customer awareness of shipping plans, • Ensure shipping packs are prepared ahead of schedule to ensure effective co-ordination with shipping team, • Resolve export brokerage requirements, • Ensure freight providers are organised on the most cost-effective basis, • Develop long term plan for shipper and logistics excellence to maximise customer satisfaction, • Use a range of software, including email, spreadsheets, and databases to ensure customer accounts are up to date., • Comply with data protection laws in relation to storage of data., • To undertake any other duties as can be reasonable requested by the company and managers. Skills and Ability • Excellent communication and interpersonal skills with all levels of the organization and customers is a must., • Proven lead-role and staff supervision skills, • Must have excellent organization and time-management skills., • Attention to detail is a must., • Ability to operate Microsoft Office Suite (Word, PowerPoint, Excel, Outlook), • Previous experience in the composite industry is a plus., • Previous experience in sales is a plus., • Previous experience in shipping and logistics is a plus., • Must possess the ability to prioritise tasks and work under pressure., • Must have flexibility and adaptability for changing workloads., • Must be able to use standard office equipment., • Must be able to use email professionally and frequently. Work Environment/Essential Physical Demands • Ability to perform clerical/office work for extended periods of time., • Possible weekend work and overtime required., • Must have good vision., • Must be able to use hands/fingers for fine manipulation and keyboarding., • Ability to occasionally bend, lift, push, pull (up to 10 lbs), and reach overhead and sideways., • Ability to sit for up to 8 hours per day., • Ability to walk/stand as needed during the day., • Ability to safely, effectively and reliability receive and give urgent and other essential communications in an office and factory environment., • Ability to detect abnormalities in the process and receive safety signals using visual, tactile, or auditory senses., • Must be able to follow all safety and company policies and procedures., • Must be able to wear all required PPE., • Passion for SHD Composite Materials Inc, • Customer focused., • Friendly, flexible team player with a can-do-attitude with a flexible approach to changing business and meeting customer’s needs. Our employees are very important to us, and job satisfaction is of paramount importance. SHD Composites is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. SHD Composites is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.