Customer Service Team Lead

Customer Service Team Lead

The Customer Service Team Lead supports the Badger mission and principles by ensuring exceptional customer service to our customers, from incoming calls through accurate order processing. This position is responsible for training, and providing daily supervision of the CS team, and holds primary responsibility for coordinating all orders as they arrive at Badger from receipt through shipment. The Customer Service Team Lead also supports the Sales Team in facilitating new programs and troubleshooting issues as they arise, and represents Badger's products, people, philosophy, policies, and materials in a positive and meaningful way.

Essential Responsibilities: Customer Service Operations

• Schedule daily coverage for all essential CS tasks (phone, email, data entry, retail customer service, and returns processing), including off-hours coverage for weekends and holidays as needed for online sales
• Ensure CS systems and phone coverage are available during all CS rep working hours, and all sales folders are attended to daily
• Ensure all data entry is accurate, timely, and complete
• Manage all Key Account and International order processing and work cross departmentally to ensure timely and accurate shipment of orders
• Coordinate training for new team members, ensuring all staff are properly trained on current systems, policies, and procedures, including refreshers and updates
• Reviews and prepares CS team timecards
• Manage phone system
• Lost sales reporting
• Maintain regular communication with the Sales Operations Manager regarding staffing gaps, operational bottlenecks, and emerging team issues to support timely and effective problem-solving. Give feedback for alignment building process.

General Customer Service Support

• Answer incoming calls and voicemails in a timely manner, assisting callers with all questions, concerns, and issues
• Enter orders received via all CS channels into Syspro as needed

Order Coordination

• Distribute orders received via all CS channels to Customer Service Team for entry
• Conduct morning and afternoon daily order coordination reporting to Customer Service, Sales, and Operations
• Monitor order volumes with all CS team members and continue to distribute or reallocate orders throughout the day.
• Coordinate Key Account and International order (large order) process:
• Enter and confirm all large Key Account and International orders received
• Maintain the Key-Int'l Order Update spreadsheet to keep an accurate list of all new and pending large orders
• Conduct weekly large order review in coordination with the Large Order Team
• Communicate shipping and stocking status to all Key and International Accounts
• Coordinate payment and shipping details with customers and internally
• Manage stock communications and Shopify/Faire inventory for in-stock/out-of-stock updates and determine out-of-stock process (i.e., backorder, cut, order re-dating)
• Coordinate order entry for all free fill & promotional orders for chains
• Coordinate entry of Rep and Key Account mailings and communicate special packing requirements and shipment details cross departmentally
• Ensure that a back-up is in place to complete order coordination tasks in your absence
• Enter Web inventory reconciliation orders daily

Account Maintenance

• Answer account requests and resolve concerns in a timely and fair manner in consultation with other teams
• Enter and update contract pricing in Syspro for all key accounts
• Maintain positive relationships with International and Key Account buyers
• Maintain and communicate new products, product changes, pricing changes or discrepancies, terms, and special allowances, including updating international pricelists and sending admin notices for international accounts
• Complete all new international vendor paperwork and set up new international distributor and key accounts in SYSPRO, communicating special requirements (labeling, packaging, shipping, import/export documentation, etc.) to the Fulfillment and Ops teams; create price lists if necessary
• Create order entry procedure documents for all new key and international accounts and update as necessary
• Ensure all required paperwork is received prior to shipping key account opening orders

Administrative Tasks

• Manage Gorgias platform maintenance and updates
• Perform Brand level E-Commerce administration: manage stocking position, overstocks, bundle management (badgerbalm.com, Faire)
• Manage MAPPTrap Platform
• Perform internal document maintenance for new products, product changes, and price changes

Other Duties

• Keep up-to-date and current about Badger products and ingredients through programmed and self-guided trainings
• Help to follow up on order questions as needed
• Coordinate shipping timelines and logistics internally and externally
• Other duties, as assigned

Pay range $22.00 - $27.00 an hour; salary is commensurate to experience.