Lead Customer Support Representative

GENERAL PURPOSE OF JOB:

The lead customer support representative (Lead CSR) assists the customer service manager and supports the customer service team by identifying opportunities to improve service, developing and administering task and process training and provides guidance to support customer service initiatives. The lead CSR is also the primary contact for customers at their respective coating center and performs all duties of the customer support representative.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Provides guidance, support and training to support all customer service initiatives.
• Utilizes experience to identify process opportunities and delivers high-level training to meet multiple site needs.
• Subject matter expertise related to customer support systems, tools, tasks and reporting.
• Acts as 'go-to' person for complex customer issues from multiple production sites.
• Identifies, recommends and coordinates customer support best practices suitable for multiple production sites.
• Supports management and leads the customer support team in the absence of the customer service manager.
• Supports customer needs as primary customer contact for all follow-ups and inquiries; redirecting when appropriate.
• For selected key customers communicates account status regularly to the assigned sales manager.
• Maintains a list of customer contacts.
• Communicates to management and customers on issues relating to expedites, pricing, new opportunities, complaints, order status, quality concerns, contract/business updates, and survey follow up where applicable .
• Establishes and builds upon strong customer relationships in the interest of long term sales growth and enhancing sales forecasting accuracy.
• Assists site manager and sales managers to adjust production schedules where necessary.
• Takes proactive steps to advise customers of possible delays or problems with orders and materials.
• Acts as liaison between customer and all internal SCS departments for communicating requirements, order confirmation and follow up.
• Responsible for supporting sales activities and relationships with selected key customers, both national and international.
• Works with sales managers and site managers to coordinate and participate in customer visits.
• Reports order performance such as receiving data, on time delivery, customer returns and complaints, as well as positive performance reviews provided by customers.
• Responsible for effectively measuring and reporting customer satisfaction, and then supporting process adjustments in order to meet company metrics.
• Responsible to participate in or lead process adjustment activities, and also to initiate / support internal continuous improvement efforts.
• Assists with identifying and then tracks proper reporting metrics in order to create excellent customer experiences.
• Processes quotes as requested, updates existing quotes and conveys pricing to customers in a professional manner.
• Assists sales with tracking new opportunities by making and updating entries in the current customer relationship management (CRM) system.

ADDITIONAL FUNCTIONS AND RESPONSIBILITIES:

• Assists in sales forecasting, with particular focus on existing customers.
• Adheres to plant and corporate safety, conduct and employment policies.
• Maintains a neat and orderly work area.

EDUCATION, CERTIFICATES, LICENSES, REGISTRATIONS AND/OR EXPERIENCE:

Bachelor's degree from four-year college or university is preferred, with 3 or more years of customer service related experience and/or training; or Associates degree with 6 or more years of related customer service experience; or 10 or more years of related customer service experience.

BASIC SKILLS:

• Strong communication, organizational and interpersonal skills.
• Courteously answers the telephone and greets customers and visitors.
• Positive and energetic attitude.
• Customer focused with good sales and negotiation skills.
• Excellent time management skills with the ability to manage multiple projects and/or tasks and be detail-oriented.
• Strong information gathering skills with focus on gaining customer and market information.
• Ability to speak, read and write in the English language.
• Ability to perform simple math.
• Proficient with Microsoft Excel, PowerPoint and Word software. Demonstrate the ability to create and interpret simple line or bar graphs.
• Self-motivated and able to work with little or no direct supervision.
• Willing and able to travel when appropriate, up to 10% of available time.