11 days old

Customer Service Team Lead- INCH - Customer Service

Griffith Foods
Chicago, IL 60602
  • Job Code
    DF752



Summary




  • 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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