Customer Contact Representative Lead (Hybrid: Onsite & Remote) – Delivering Exceptional Customer Experience at careerzynith
At careerzynith, we're passionate about building a community of food people who share our commitment to delivering exceptional customer experiences. As a Customer Contact Representative Lead, you'll play a vital role in supporting our customers and sellers, ensuring they receive the highest level of service and quality possible. If you're a motivated and customer-focused leader with a passion for problem-solving and people skills, we want to hear from you!
- *About careerzynith**
careerzynith is a leading food distributor that's dedicated to providing our customers with the freshest ingredients, innovative solutions, and exceptional service. We're a team of food people who are passionate about making a difference in the lives of our customers, and we're looking for like-minded individuals to join our community.
- *Job Summary**
As a Customer Contact Representative Lead, you'll serve as a subject matter expert, providing guidance and support to our customer contact representatives. You'll work closely with our Customer Contact Manager to identify coaching and improvement opportunities, and you'll be responsible for mentoring and leading your team to deliver exceptional customer experiences. This is a hybrid role, with approximately 90% remote work and 10% onsite work at one of our regional locations.
- *Essential Duties and Responsibilities**
- Mentor, advise, and lead team members in their journey to best support the team's activities and goals.
- Provide real-time feedback to peers, including communications and necessary support.
- Serve as a subject matter expert to motivate the team's success by responding to immediate needs and questions related to careerzynith's process, products, policies, and procedures, and tools.
- Take escalations from your team and support other internal department resources when needed.
- Review and present daily metric and communication updates and daily huddle announcements.
- Provide thorough customer and order solution options to customers and contact representatives, and serve immediate needs to support customers' challenges and concerns.
- Work closely with the Customer Contact Manager to support the coaching process, quality performance review, meeting, and metric data support. Pull necessary reports to ensure measurement of quality and performance goals are monitored and tracked against performance baseline.
- Participate in cross-company projects to improve and optimize the customer's experience.
- Conduct analysis to produce customer-specific reports or activities as contractually required.
- Assist sellers with preparation of customer business analysis, product research, and recommendation for profitability, and other internal reporting as requested to support the management of the customer or service level agreement.
- Approve service recovery requests as back-up support to Manager and provide guidance to peers.
- Promote a positive and friendly environment supporting good morale and cooperation.
- Help identify trending issues among customers, team members, products, and services from interactions with customers.
- As time permits, provide support to team members in answering calls, answering email or contacts, assist chain customer business activity, customer reporting, or other team responsibilities.
- Provide other business support to Sellers as requested.
- *Supervision**
This role does not have direct supervision.
- *Relationships**
Internal: Sales, Operations, Merchandising, Shared Business Services
External: careerzynith Customers and vendors
- *Qualifications**
- Education/Training: High School diploma or equivalent required, and a minimum of 5 years of customer service or support experience.
- Related Experience: At least 5 years of previous sales support or customer service experience maintaining customer relations. A proven track record of supporting customers and team members with exceptional service and leadership. Foodservice/distribution experience preferred. Experience working virtually (i.e., from home).
- Tasks: + Ability to communicate with customers and team through various channels.+ Acknowledge and resolve customer escalations or complaints.+ Assist Manager with team support as necessary.+ Product knowledge to support customer needs.+ Initiate and resolve requests for customer or organizational reporting.+ Coach and mentor colleagues as necessary.+ Ensure customer satisfaction and provide professional customer support.+ Organize and coordinate schedules.
- Knowledge/Skills/Abilities: + Professional leadership skills; someone who leads by example.+ Excellent written and verbal communication skills.+ Able to take direction and quickly learn new procedures, processes, product information.+ Open to feedback, believing in a culture of continuous improvement working toward individual and department goals.+ Comfortable navigating technology, phone systems, and tools.+ Strong attention to detail, multi-tasking, and time-management skills.+ Detail-oriented with strong critical thinking ability to quickly define problems, and reach valid conclusions.+ Exceptional ability to collaborate with customers, vendors, and internal partners.+ Customer service orientation and ability to adapt and respond to different personalities.+ Advanced knowledge of Microsoft applications, Salesforce.com experience.
- *Compensation and Benefits**
The typical pay for this role is around $23.00 - $27.00 per hour, depending on location and experience. This role is eligible for overtime compensation. Benefits for this role include health insurance, pre-tax spending accounts, retirement benefits, paid time off, short-term and long-term disability, employee stock purchase plan, and life insurance. To review available benefits, please click here.
- *Why Join careerzynith?**
At careerzynith, we're committed to creating a positive and inclusive work environment that supports the growth and development of our employees. We offer a range of benefits, including:
- Competitive compensation and benefits package
- Opportunities for career growth and development
- Collaborative and dynamic work environment
- Recognition and rewards for outstanding performance
- Comprehensive training and development programs
- Flexible work arrangements, including remote work options
- *How to Apply**
If you're a motivated and customer-focused leader with a passion for problem-solving and people skills, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
- *Equal Employment Opportunity**
careerzynith is an equal employment opportunity employer. We welcome applications from diverse candidates and are committed to creating an inclusive work environment that values diversity, equity, and inclusion.
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