Customer Service Lead

As a Customer Service Lead, you will help lead the department to customer service excellence.

You will coordinate work activities to achieve the volume expected to meet operational requirements. You will also recognize and recommend operational improvements. Responsibility for the daily application of organizational procedures will also fall under this role.

You will be in a hybrid role based in Cranberry Twp., PA and will report to the Customer Service Supervisor.

Key Responsibilities

• Participate in the talent management, including assisting with interviewing, onboarding, training, and professional development of all team members.
• Ensure order management is accomplished.
• Promote transactional excellence and evaluate team performance observing service level agreements and follow standard operating procedures.
• Be the point person for PPC Stores and sales support while working within business guidelines. Become proficient in SSP (Store System Portal), Client Link, SAP, Workflow, and other systems, while backing up order and inquiry inboxes.
• Maintain distribution of multiple reports, including billing block, delivery hold, returns, and open order reports, among others as deemed necessary.
• Participate in management discussions, raise awareness of issues, and collaborate to find solutions with other members of the management team.

Qualifications

• Bachelor's Degree in Business or related field OR five or more years of experience in a customer service function.
• Previous leadership experience.
• Proficiency with SAP or an ERP system.
• We ask that you have effective communication and interpersonal skills, initiative, and the courage and curiosity to question.