11 days old

Customer Service Team Lead- INCH - Customer Service

Griffith Foods
Chicago, IL 60602
  • Job Code


  • Service Assurance of our clients is this position main reason to exist.

  • This position has direct and ultimate responsibility for our clients satisfaction with the products supplied through the cycle of activities that surrounds sales orders.

Essential Duties and Responsibilities

  • Monitors and overall responsibility of the sales order entry process and backlog management.

  • Negotiates monitors and communicates sales order status to internal customers.

  • Supports and facilitates decision process on customer service area.

  • Prioritizes and decides along with planning teams manufacturing orders as needed.

  • Initiates definition of customer supply agreements (lead times, ship to address, and other definitions).

  • Promotes and define plans within team on how to enhance our customers experience when making contact with our company.

  • Generate, consolidates and communicates service level results to the rest of the organization.

  • Leads, supports and promotes root cause analysis generation and culture in the Customer Service Department.

  • Executes, along with other functions action plans definition and resolution for root cause of problems affecting service level.

  • Leads and promotes meetings with other areas for problem resolution.

  • Participates actively in S&OP meeting.

  • Responsible for all order entry, order proof reading and delivery of sales orders to customer service reps.

  • Prepare and deliver all export shipping documents.

  • Prepares all freight invoices (free text invoices) and return/credits.

  • Becomes own department expert DAX user and directs area procedures to effectively use of DAX.

  • Identifies and implements optimization activities to improve customer care activities.

  • Promotes/maintain department harmony, resolve grievances, mentors, provide guidance and coaching.

  • Participants in interviews, hiring and training of new team members when needed.

  • Responsible of assigning work, people responsibilities,

  • Provides input in appraisal performance, rewarding or disciplining team members when needed.

  • Review and standardizes procedures to improve efficiency of team and the department workflow.

  • Review current procedure, processes and work instructions with appropriate department management and make any necessary changes or updates.

  • Trains customer service reps on procedures, processes and work instructions.

  • Monitor customer service reps performance to ensure processes and procedures are being followed.

  • Leading the root cause analysis findings and corrective action plans definition including working well with multidisciplinary groups.

  • To give final solution to root cause problems that affects service level.

  • Day to day development of alternative solutions in order to accomplish customer requested delivery date.

  • Definition, negotiation and final establishment of supply agreements with customers.

  • Management of expedited orders, possible expedited freight cost for customer needs resolution.

Knowledge and Experience

  • High School diploma or GED required.

  • Prior customer service management/team lead experience a plus.

  • Possess the analytical skills to evaluate data and make sound judgments regarding the business.

  • Understanding and use of ERP Systems, with Microsoft Dynamics being is a plus

  • Proficient in MS Office Skills, such as Word and Excel.

  • Professional written and oral communication skills.

Customer Service - Food Industry

Posted: 2019-10-31 Expires: 2019-11-29
Sponsored by:
Farm Credit Services of America Logo
Sponsored by:
Bank of America Logo

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Customer Service Team Lead- INCH - Customer Service

Griffith Foods
Chicago, IL 60602

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