Lead Customer Service Representative

Lead Customer Service Representative

James Martin Vanities is now seeking a Lead Customer Service Representative to join our team! This is a Hybrid role based out of South Bend, IN, in accordance with the James Martin Vanities Flex schedule.

Responsibilities:

• Act as the point of contact for the Client Services Team associates regarding SOP guidance, Trilogie, sourcing and product knowledge
• 50% of job duties will consist of training and mentoring Sales Team associates and the other 50% expected to be transactional in the business
• Assist Customer Service Manager with escalated customer issues and overflow calls
• Provide input on performance evaluations of team members
• Communicate issues and training needs to Customer Service Manager
• Ability to lead the team in Managers absence
• Support Sales Center initiatives and effectively lead change
• Motivates and leads by example for others to follow
• Resolve customer complaints regarding sales and service
• Help improve customer satisfaction by ensuring accuracy and timely processing of orders

Qualifications:

• 2+years experience within the Ferguson Sales Center preferred
• 1+year Client Services team experience preferred
• Advanced communication and organizational skills both verbally and in writing
• In good standing (performance and attendance)
• Ability to organize and prioritize work.
• Advanced problem solving and decision making skills
• Ability to see beyond the task at hand; proactive, self-motivated
• Proficiency in Microsoft Office software (Outlook, Word, Excel).
• Ability to effectively use Ferguson's inventory and logistics system (Trilogie).
• Ability to lead and motivate individuals and teams.
• Ability to develop and maintain positive relationships with internal and external customers.

At James Martin Vanities, we care for each other. We value our well-being just as much as our hard work. We are committed to a holistic approach towards benefits plans and programs that support the mental, physical and financial well-being of our associates. Our competitive offering not only includes benefits like health, dental, vision, paid time off, life insurance and a 401(k) with a company match, but our associates also enjoy additional meaningful and inclusive enhancements that are adaptable to their diverse situations and needs, including mental health coverage, gender affirming and family building benefits, paid parental leave, associate discounts, community involvement opportunities and more!

Pay Range:

$15.00 - $29.08

Estimated Ranges displayed are Monthly for Salaried roles OR Hourly for all other roles.

This role is Bonus or Incentive Plan eligible.

Ferguson complies with all wage regulations. The starting wage may be higher in certain locations based on local or state wage requirements.

The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability.

Ferguson Enterprises, LLC. is an equal employment employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.

Equal Employment Opportunity and Reasonable Accommodation Information