Customer Service Lead

Customer Service & Support Tempe, Arizona


Description

Position at Hunter Douglas Inc.

Hunter Douglas, a world—wide, leading manufacturer of Window Coverings, is looking for a Customer Service Lead. Our offices are located near 1-10 and Elliot in Tempe. If you are looking for a long-term position and growth within a company, this is a great opportunity for someone who is eager to learn and ready to handle multiple responsibilities.  Hunter Douglas is recognized for its excellent Employee retention, safety and health programs. The management team supporting this location is very experienced, professional, and ready to train and support this position.

A minimum of two years of demonstrated experience in a lead position is required. The ideal candidate will be actively engaged in answering calls and handling customer interactions throughout the day. Someone who can be an example and set the expectation for his or her peers to provide outstanding customer service.

Essential Functions:

  • A desire and willingness to provide optimum customer service to all customers is required.    
  • Problem-solving techniques are critical to research key situations and provide responses along with options to customers to resolve minor problems.
  • Point of contact for escalated issues.
  • Complete all training classes for customer service shutter specialist.
  • Assist in the tracking and reporting of key performance measurements of the Department. Can develop reports for review from SAP, the phone system, and other databases available to the department.
  • Assist with ensuring policies and procedures are followed and provide feedback to the supervisor and manager on changes that are required.
  • Monitor the activity within the assigned team so that work is distributed equally and ensure all team members are following up and providing excellent service. As necessary, provides back up or handles open issues that need resolution when other team members are unavailable.
  • Track shipments to inform customers of disposition of orders.              
  • Must be able to expedite “rush” orders.          
  • Enter sales orders into the system as directed.
  • Review, update, and report backorders for all orders and send notifications to customers.      
  • Create and process paperwork for return and repair orders.
  • Respond promptly to customer inquiries and e-mails. Ability to clearly communicate via phone, e-mail, verbal, and written methods.
  • Perform basic duties including faxing, copying, filing, covering switchboard, and other duties as assigned by the supervisor.
This candidate must be a team player, have excellent interpersonal and communication skills. A strong attention to detail and multi-task skills is required. Must be Proficient with Microsoft Word and Excel. SAP knowledge is a plus.