Customer Service Team Lead

Job Description

Job Description

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.

Requirements

Education & Experience:

• 3-5 years of experience in a customer service role, with a demonstrated track record of resolving customer issues and improving service processes

• Prior experience in sales or a sales-support function, with an understanding of order processing, account management, or upselling/cross-selling techniques

• Experience supervising, mentoring, or leading a team preferred; candidates with informal leadership experience (e.g., training new hires, leading process improvements) will also be considered

• Exposure to project management principles or experience coordinating cross-functional initiatives is a plus

• Must demonstrate a high level of comprehension of the company’s products, natural and healing products, and communicate the value of these products.

Skills:

• Strong computer skills required, including Windows Office, Outlook, order entry systems, SYSPRO ERP software, have comfort level maintaining databases and creating informative reports.

• Proficiency with customer service and CRM platforms (e.g., Gorgias, Zendesk, or similar) and comfort learning new software systems

• Strong oral and written communication skills.

• Ability to multitask, prioritize, manage time efficiently, work seamlessly across all departments, and be a strategic thinker.

• Highly organized and detail-oriented with the ability to see the larger picture.

• Capacity to flourish in an environment of rapid change and high ambiguity.

• Ability to work well independently, think creatively and be a constructive, helpful team member.

Physical Requirements:

Physical requirements for the job include but are not limited to prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times. Employees should be able to perform the essential functions of the job with or without reasonable accommodations.

EEO Statement:

W.S. Badger Company, Inc. is an equal opportunity employer, dedicated to the policy of non-discrimination in employment on any basis including race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, marital status, hair texture or types, or other non-merit-based factors.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Wellness Resources