Customer Service Lead Jobs

Role Overview: As a Customer Service Lead, you will play a pivotal role in shaping the customer experience, upholding our commitment to delivering excellent service. This position provides an excellent opportunity to work in a fast-paced, dynamic environment where your contributions will directly impact our business and our customers.
Essential Duties and Responsibilities: Duties include but are not limited to:

• Assists in the training of contract drivers, coordinating their schedules, and following up with new drivers assigned to a Route or OnDemand to confirm they fulfill customer requirements.
• Works closely with other departments to ensure a cohesive approach to customer care.
• Conducts regular training and development sessions for the customer service team.
• Leads and motivates a team of customer service representatives to deliver exceptional customer service.
• May implement and oversee the track and tracing process for route coverage.
• Reports on customer feedback and service metrics, presenting data-driven insights to senior management.
• Collaborates with other departments to provide support for either new business integration or existing routes requiring coverage.
• May oversee and evaluate billing and operation records, ensuring daily logs are error-free and in compliance with customer requirements.
• Monitors and assesses team performance, provides feedback, and implements improvements where necessary.
• Oversees the management of allocated accounts, ensuring that customer requirements are fulfilled.
• Handles customer complaints and queries, ensuring resolutions are provided promptly and effectively.
• Assists with developing and implementing customer service policies and procedures.

Supervisory Responsibilities: This role entails responsibilities for overseeing employees.
Requirements
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty according to the requirements of NOW Courier. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.
Education and/or Experience: Associate degree (A.A.) or equivalent from a two year college or technical school and three years of related experience and/or training; or equivalent combination of education and experience. Previous experience in managing personnel is required. Previous experience working in the logistics and distribution industry is desired.
Other Skills and Abilities:

• Ability to handle confidential information.
• Ability to build and maintain effective relationships through strong interpersonal skills with emphasis on relationship-building and consistent demonstration of solid professional judgement.
• Must exhibit professionalism and be effective working with customers, contractors, vendors, and employees.
• Must have and maintain a verifiable Driver’s License, demonstrated safe driving record, and remain insurable through the company’s liability insurance carrier as applicable.
• Maintain regular and punctual attendance.
• Resourceful and creative.
• Strong initiative to strive for continuous accuracy, quality, and timeliness of information.
• Skillfully convey information on a wide range of topics to a diverse target audience.
• A genuine commitment to quality on behalf of the company while building a corporate culture committed to excellence is mandatory.
• Ability to work in a fast-paced, high-pressure, deadline driven environment.
• Ability to be assessable to contractors and employees as determined by department standards.
• Analytical skills and problem-solving ability.
• Influencing and consultative skills are critical.
• Effective prioritization and time management skills.
• Highly organized and detail oriented.
• Ability to manage multiple projects and tasks simultaneously.
• Ability to adhere to time and attendance policies.
• Proficient with commonly used office software, including but not limited to: MS Word, Excel, PowerPoint, Outlook, as well as telephone and internet communications.

Requirement
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently will stand; walk; and lift and/or move up to 25 pounds without an assistive device (greater weights may be required with the use of an assistive device). The employee occasionally will climb or balance; stoop, kneel, crouch, or crawl.
Specific vision abilities required by this job include close vision (clear vision at 20 inches or less), distance vision (clear vision at 20 feet or more), color vision (ability to identify and distinguish colors), peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point), depth perception (three-dimensional vision, ability to judge distances and spatial relationships), and the ability to adjust focus (ability to adjust the eye to bring an object into sharp focus).
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities
This job operates primarily in a professional office environment with minimal safety/health hazard potential. However, job duties may require one to operate in a warehouse environment with moderate safety/health hazard potential. The noise level in the work environment is usually quiet to moderate. This role is required to be on-site.
While the offices of company are open from 8AM to 5PM, Monday through Friday, this job will require work beyond these hours which may include weekends, holidays, and on-call status.
Benefits
As an award-winning company, our employees are the most important force driving our continued success. We offer a challenging and supportive environment with opportunities to learn, grow, and contribute - that's why 93% of current employees would recommend NOW Courier to a friend for employment according to our annual Culture Audit.
We invite you to explore our company and bring your skills and expertise to our highly talented team of professionals who are passionate about their work. A satisfying and rewarding career with competitive compensation, comprehensive health care, 401k/profit sharing, paid time off, corporate philanthropy, employee & family events, and more is our commitment to you.
EOE M/W/Vets/Disabled