Customer Service Representative Lead

RESPONSIBILITIES: Process customer orders in steps to include entering information into the computer system; confirming prices, shipping, and delivery dates; and printing, confirming, and filing orders.
Review customer inquiries and use job knowledge to address situations to best meet the needs of the customer and the company.
Record customer product orders via phone, email, and facsimile.
Enter customer orders by securing customer number, matching correct Account Executive number, verifying correct pricing, and pricing codes, and adding special order comments and required line-item comments.
Print Pick Lists following thorough verification of part numbers, quantities, and all other required information for faxed and verbal orders.
Coordinate the return of products to include communication with carriers and issuing of credits.
Maintain multi-facility order documentation and advises appropriate facility of critical order information and changes.
Assist with departmental processes to verify tasks are completed as necessary.
Communicate issues within department with Customer Service Manager.
Assist Customer Service Manager with daily reporting functions.
Attend meetings as needed when Customer Service Manager is unavailable.
Assist with training new and current employees with processes, policies, and procedures.
Work with interdepartmental personnel to ensure customer can be adequately serviced.
Assist with tracking and reporting key operational metrics.
Ensure safety, housekeeping, and organizational standards are met for the Department and for the facility.
Core Competencies: Customer Focus – Understanding who your customer is and their needs.
Dealing with Ambiguity – Comfortable dealing with change and situations in which a clear answer has yet to be discovered.
Drive for Results – Identifying key goals and using all available people and resources to get there.
Priority Setting – Knowing what comes first.
Excellent communication, interpersonal, and analytical skills to collaborate effectively with cross-functional teams.
Excellent communication (oral and written) and public presentation skills.
Strong social skills including interpersonal, telephone, and email skills to successfully collaborate and communicate with a variety of personalities.
Ability to maintain a professional, organized, and positive demeanor, even when dealing with difficult situations.
Ability to think and operate on the fly, to assess situations, to weigh options, and to make sound business decisions.
Ability to maintain accountability and prioritize tasks.
Ability to work with minimal supervision as required.
KNOWLEDGE and SKILLS: Proficiency in AX or D365 preferred.
Must be able to learn and navigate ERP and customer management systems to enter orders, credit rebills, check inventory, etc.
Strong computer skills.
Proficient with MS Word, Excel, PowerPoint, Teams, and Outlook.
Able to effectively use printers, copying machine, fax machine, and telephone headsets.
Able to read, write, and perform basic math skills such as counting, addition, subtraction, multiplication, division.
Fluent in speaking, reading, and writing in English.
Strong time management skills.
EDUCATION and CERTIFICATIONS: High School diploma or equivalent required.
Post-high school education such as a certificate, associate degree, or bachelor's degree strongly preferred.
Must have a passion for continuous learning and professional development.
EXPERIENCE: At least two years of experience in Customer Service or in a Customer Call Center required.
Supervisory and/or Team Lead experience strongly preferred.
A combination of years of experience, advanced education, and function-specific training and experience may be considered in lieu of the minimum experience requirements.
About Kinedyne Over the course of five decades, Kinedyne has evolved from a single facility in New Jersey to an international organization with more than 500 employees at facilities in four different countries around the world.
As we grew and our product lines evolved, we believed that with Better Cargo Securement – Greater Cargo Capacity – and Faster Cargo Access Technologies, we can make the increasingly complex shipping environment just a little easier for the industry to deal with today and as the future unfolds.
All of the efforts throughout our history have enabled us to provide our customers the products, service, and support that they have come to expect from us over our five decades of growth.
We’ve earned our right to be called The Cargo Control People.
What We Offer A Comprehensive Benefits Package that includes: Medical/Dental/Vision - with HSA (company provides yearly funding) Individual or Family Plans are available at affordable bi-weekly rates Company paid long & short-term disability 401K with competitive company match PTO & Tuition reimbursement Company Paid Life Insurance Experience Preferred 2 year(s): Supervisory and/or Team Lead experience strongly preferred.
2 year(s): At least two years of experience in Customer Service or in a Customer Call Center required.
Education Required High School Diploma or better Preferred GED Diploma or better Bachelors or better in Business Administration or related field Associate Degree or better in Business Administration or related field High School Diploma or better Behaviors Preferred Leader: Inspires teammates to follow them Enthusiastic: Shows intense and eager enjoyment and interest Team Player: Works well as a member of a group Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well Motivations Preferred Work-Life Balance: Inspired to perform well by having ample time to pursue work and interests outside of work Entrepreneurial Spirit: Inspired to perform well by an ability to drive new ventures within the business Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization Self-Starter: Inspired to perform without outside help Growth Opportunities: Inspired to perform well by the chance to take on more responsibility