Lead Service Representative, Customer Experience

Lead Service Representative, Customer Experience

For over 70 years Global Industrial has been an industry leader providing private label and brand name industrial equipment and supplies to businesses throughout North America. We carry over one million industrial, material handling and business products that are sold through our website, corporate sales people and full color catalogs. We are constantly increasing our product offerings to meet the diverse and changing needs of our customers. Our customers include small to large corporations, institutions, government agencies and consumers across North America.

Key Responsibilities

Be the first point of escalation on any customer/internal issue

Approve credit and debit memos created by the One CEX team

Assists CEX team of representatives with escalated issues and calls

Interacts with the Collections/Accounting department to resolve customer service discrepancies as well as other departments as needed to offer strong problem resolution

Assist with Lead assist, escalation emails

Provide associate specific training as directed and in coordination with their Assistant Manager

Assist in front line phone, email, and/or chat queues when volumes exceed established criteria

Modify/Cancel Orders

Sending vendor credits to NY

Work as a cohesive team and in unison with the other CS leads

Approve Rma's

Perform other duties as assigned

Competencies and skills

6 months experience as Lead Representative

Experience in escalated customer service interactions

Strong leadership experience, abilities and/or qualities (lead by example)

Must possess "positive attitude" as required as part of the leadership team

Strong verbal and written communications skills

Familiar with a variety of the department's concepts practices, and procedures

Excellent PC skills required in MS Word, Excel, Explorer and Outlook

Outstanding interpersonal and written and verbal communication skills

Wide degree of creativity and latitude

Ability to prioritize, work in a fast-paced environment, attention to detail, handle multiple tasks and work under time constraints is required

Ability to multitask and change directions in a fast-paced environment

Must possess a high level of confidentiality

Previous customer service and administrative/support experience

EEO/AA Statement

Global Industrial provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absences, compensation and training.