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International Customer Care Team Lead - Kalamazoo, MI

Company: Alexander Mann Epredia
Location: Kalamazoo
Posted on: January 14, 2020

Job Description:

Job DescriptionPosition Summary The International Team Lead works in conjunction with the Customer Care Manager to insure the very highest level of customer satisfaction and execution of ''Best Practices'' within Customer Care. This will be demonstrated through training and coaching sessions with CSRs, customer facing and internal work product, constructive and exemplary leadership behavior, and role model team member performance. The International Team Lead will interact with all International customers (Direct Customers, Sales, Distributors, and internal departments) to handle a variety of pre-sale and post-sale Customer Care and Distribution functions. Works independently with limited supervision required. Will also manage International functions based on location including: Standing Orders, Account Management, Database Management Address Book, Month End Sales Support, Inventory Management, Shipping, Receiving, Letters of Credit, as required Key Responsibilities * Act as go to, subject matter expert for Customer Care Te.am, International Sales Managers and TAMS, Internal Departments, and International Distributors * Respond to incoming escalated customer communication, following through to completion and always demonstrating effective communication throughout the order /pick/pack /ship process. Insures quality customer care is implemented consistently throughout this process * Listens to customer concerns, effectively diffuses dissatisfaction, and quickly identifies a course of action with a goal of first call resolution within established turnaround times * Gathers and disseminates information and pursues a course of action for timely resolution. Investigates by contacting other AP departments, supervisors, sales, suppliers, business and channel partners and/or freight carriers. Utilizes needed systems to locate required information * Analyzes and resolves customer concerns using established procedures, and creates new processes as needed to resolve unusual situations. Examines pertinent information to determine validity of customer complaint and to determine responsibility for errors and resolution, throughout the order to cash process * Lead, assist, and support Care, Sales, and Distributors as required, throughout the order to cash * Record and follow up on customer orders and distributor commission, including the tracking of orders, ensuring complete customer satisfaction * Responsible for product knowledge, keeping informed of current merchandise * Subject Matter expert on current International Customer Care and Global Trade operating policies and procedures * Acts as Care Lead in customer negotiations * Subject matter expert in managing inventory accurately throughout the sales process entire order to cash process * Other duties as assigned Minimum Requirements/Qualifications * Proficiency in all areas of essential functions outlined above * Minimum 3 years'' experience in an international Distribution and Sales Support environment * High School Education required; College degree preferred * High degree of multi-cultural sensitivity * Global Trade experience * Role model proficiency with MS Office, MS Outlook, office equipment, mainframe and shipping systems as required * Role Model interpersonal and organizational skills * Role Model decision-making and problem-solving skills * Ability to work with limited supervision * Ability to work flexible schedule * The individual should be self-motivated, stress and pressure resistant, as well as a quick learner and obtain the ability to develop and maintain constructive working relationships within and outside of the Company * Ability to set priorities and make decisions in a dynamic work environment * Highly detail-oriented, and highly accurate, with excellent follow-up skills * Must be able to sit for extended periods as required * Leadership skills * Excellent written and verbal communication skills Non-Negotiable Hiring Criteria Customer Focus * Treats customers with courtesy and sensitivity * Builds positive rapport * Makes extra effort to satisfy customer needs * Meets commitments to customers, both internal and external Product Knowledge * Displays knowledge of products * Explains product features and benefits * Matches products and services to customer needs * Understands how products can solve customer problems Verbal skills and Written Communication * Makes a positive first impression * Communicates in a courteous manner * Provides First Contact resolution for internal and external customers * Provides role model customer service Handling Difficult Tasks and Contacts * Demonstrates patience and willingness to help * Expresses empathy for situation * Remains calm in demanding situations * Defuses negative emotions Schedule Adherence * Begins work on time * Keeps absences within guidelines * Returns on time from breaks and meals * Displays flexibility regarding scheduling Interpersonal Skills * Establishes effective relationships * Displays positive outlook and pleby Jobble

Keywords: Alexander Mann Epredia, Kalamazoo , International Customer Care Team Lead - Kalamazoo, MI, Other , Kalamazoo, Michigan

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