Customer Service Lead

Customer Service Team Coach

This individual is responsible for the coaching and development of the customer service team for continuous improvement in their overall performance. Directly manages a limited number of key accounts. Accountable for adhering to and promoting company core values by performing duties in a manner that is consistent with being a team leader and driving customer service principles while supporting the continued growth of the company.

Essential Functions:

• Participates in hiring entry-level customer service employees.
• Trains new employees in the company's customer service policies, procedures, and best practices.
• Organizes and oversees the schedules and work of assigned staff.
• Conducts performance evaluations that are timely and constructive.
• Handles discipline and termination of employees as needed and in accordance with company policy.
• Lead CSR team to ensure orders are received into the Trinium system, check on port availability, identify & alert the team if there are any issues, process orders and ensure information is relayed to the customers via the system
• Train, lead and mentor a team of CSRs. Set priorities for the team to ensure task completion and performance goals are met.
• Develop written protocols and processes (SOPs) for the team to follow.
• Make sure the profiles are set correctly with regards to free time both at port and out.
• Process orders, modifications, and information flow.
• Manage large amounts of incoming calls
• Answer customer questions (typically via the CSR team).
• Work with Ocean Terminals to ensure container problems are addressed and that information is recorded correctly in the system.
• Provide documentation as needed for accounting to properly process or dispute charges
• Provides motivational and developmental leadership to the customer service team on a daily basis to enhance overall performance.
• Drives and facilitates the order fulfillment process in a manner that creates customer intimacy and builds and maintains positive, effective relationships with customers.
• Maximize efficiency through the roll out of system driven solutions to minimize the opportunity for manual mistakes Push for uploads and EDI set ups.
• Monitors and analyzes quote efficiency, and quote conversion as well as adherence to margin guidelines.
• Communicates and ensures that standard operating procedures and established company guidelines are being followed consistently within the customer service function.
• Serves as an interdepartmental liaison between customer service, warehouse, delivery, sales and Senior Management in order to resolve customer related issues while enhancing organizational efficiency.
• Drives and monitors service standards, continuously pursues improved customer satisfaction.
• Develops, refines, and implements Customer Service procedures and policies to ensure adherence to company guidelines.
• Monitors unfinished transactions and manages transaction status to ensure system reflects real life timely.
• Performing additional duties where needed.

Core Behaviors:

• Servant Leadership
• Passion for Excellence
• Integrity
• Resilient
• Intense Safety Focus
• Trust

Required Education and Experience:

• High school diploma or GED and over two years' related experience.
• Experience in trucking environment is preferred.
• Knowledge of Transportation Management Systems (TMS) preferably Trinium.
• Knowledge of Microsoft Office/Outlook/Excel.
• Have excellent oral and written communication skills
• Excellent data entry skills. Ability to pay close attention to detail for typing, filing, sorting, and proofing.
• Must be able to be professional at all time and flexible with changing situations.
• Must be able to communicate effectively orally and in writing
• Upholds organizational values

AAP/EEO Statement: Quik Pick Express, LLC is committed to providing equal employment opportunities to all employees and applicants without regard to race, religion, color, sex, national origin, citizenship status, uniform service member status, age, disability, sexual and gender orientation, genetic information or any other protected status in accordance with all applicable federal, state and local laws. This commitment extends to all aspects of Quik Pick Express' employment practices including, but not limited to, recruiting, hiring, promoting, transferring, compensation, benefits, training, leaves of absence, termination, and other terms and conditions of employment.