Lead Customer Service Representative

Lead Customer Service Representative

James Martin Vanities is now seeking a Lead Customer Service Representative to join our team! This is a Hybrid role based out of South Bend, IN, in accordance with the James Martin Vanities Flex schedule.

Responsibilities:

• Act as the point of contact for the Client Services Team associates regarding SOP guidance, Trilogie, sourcing and product knowledge
• 50% of job duties will consist of training and mentoring Sales Team associates and the other 50% expected to be transactional in the business
• Assist Customer Service Manager with escalated customer issues and overflow calls
• Provide input on performance evaluations of team members
• Communicate issues and training needs to Customer Service Manager
• Ability to lead the team in Managers absence
• Support Sales Center initiatives and effectively lead change
• Motivates and leads by example for others to follow
• Resolve customer complaints regarding sales and service
• Help improve customer satisfaction by ensuring accuracy and timely processing of orders

Qualifications:

• 2+ years experience within the Ferguson Sales Center preferred
• 1+ year Client Services team experience preferred
• Advanced communication and organizational skills both verbally and in writing
• In good standing (performance and attendance)
• Ability to organize and prioritize work
• Advanced problem solving and decision making skills
• Ability to see beyond the task at hand; proactive, self-motivated
• Proficiency in Microsoft Office software (Outlook, Word, Excel)
• Ability to effectively use Ferguson's inventory and logistics system (Trilogie)
• Ability to lead and motivate individuals and teams
• Ability to develop and maintain positive relationships with internal and external customers