Night Customer Service Lead

Customer Service Associate Lead

The Customer Service Associate Lead plays a pivotal role in advancing the organization's mission to deliver exceptional service to both customers and drivers. This position entails leading the customer service team by collaborating with other members of the Fortune team to address customer needs and requirements effectively. The Customer Service Associate Lead will engage in communication with both dispatch and drivers to optimize customer service, while also guiding the team in managing incoming customer calls and promptly processing orders.

Duties & Responsibilities:

• To provide exemplary and courteous customer service, it is essential to receive calls while comprehensively understanding customer requirements and needs. This process includes accurately documenting customer requests within the company's ERP system.
• It is imperative to acquire and uphold a high level of product knowledge to effectively serve customers.
• The development and maintenance of professional relationships with customers are crucial for nurturing these connections.
• Acting as an advisor, one must inform customers of items that have not been ordered or are out of stock according to the standard ordering process. Appropriate alternatives that address customer needs should be offered.
• Ensuring the accuracy of customer information is vital, along with guaranteeing that data entry into the company ERP system is precise.
• Collaboration with Drivers and Outside Sales is necessary to ensure that customer requirements are met promptly.
• Additional responsibilities may be assigned as required by the Sales Manager.

Minimum Requirements:

• Experience: Proven experience in phone-based customer service is required. While knowledge of seafood is preferred, it is not mandatory, as comprehensive training will be provided.
• Education: A high school diploma or its equivalent is required.
• Work Ethic: A demonstrated enthusiasm for working in a dynamic and fast-paced environment is essential.
• Communications: Candidates must possess advanced verbal communication skills in English.
• Technical Skills: A high level of proficiency in personal computer usage and the Microsoft Office Suite is required, along with a strong fluency in internet applications. Experience with Enterprise Resource Planning (ERP) systems is advantageous.
• Additional Considerations: Any combination of the aforementioned qualifications will also be taken into account.

Fortune Fish & Gourmet is an equal opportunity employer.

Our Mission is to elevate meals and lives by uniting unmatched product quality and selection with responsible sourcing, faithful stewardship, and unparalleled commitment to our customers' and team members' success.

Our Vision is a world in which we can all:

Do good. Be great. Scale excellence.