Customer Service Lead Jobs

The Customer Service Lead will supervise a team of Customer Service Representatives (CSRs) on large trade show events. They will act as the sole CSR on shows with a revenue ranging from $300k-$400k.

Essential Job Duties

• Audit freight data
• Ensure the onsite CSR teams’ adherence to departmental SOPs
• Promote and maintain a positive work environment
• Conduct onsite CSR department meetings to discuss show events and resolve issues
• Lead the assigned CSR team to perform show site service desk functions such as:
• Handle all complex show site orders
• Represent the Customer Service Team on all preplanning and onsite meetings as needed
• Ensure a completion of all data entry prior to invoicing
• Arrange and maintain a neat service desk
• Perform accurate billing and timely invoicing
• Manage onsite CSR work schedule for assigned events
• All other duties as assigned
• Oversee onsite Traveling CSRs
• On assigned events, communicate with other departments to ensure the CSR department has all pertinent show information (i.e., dates/times)
• Ensure collection of invoicing according to current payment procedures
• Able to cover for immediate supervisor internally or on show site
• Assist customers with questions or issues
• Perform all outbound show site functions

Requirements

• Demonstrate Core Values of Caring, Commitment, Integrity, Spirit, Responsiveness, Inclusive, and Teamwork
• Intermediate to advanced math skills
• Proficiency in Windows and Microsoft Office
• Excellent written and verbal communication skills
• Ability to perform as a responsible ESOP owner by making daily decisions to benefit the client and the company
• 3-5 years of experience in customer service or tradeshow operations
• Ability to work in fast-paced environment and meet deadlines
• Demonstrate critical thinking, problem-solving, and research skills
• Treat all internal and external customers with courtesy and respect, as outlined in our Blue Diamond Customer Service program
• High School Diploma or equivalent required

Shepard is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, age, color, sex, gender identity, sexual orientation, non-disqualifying physical or mental disability, veteran status, or other non-merit factor. All employment decisions are made based on business need, job requirements and individual qualifications, and merit.