Customer Service- Lead Support I

Description

Coordinate with Business units when working with direct reports or teams: Administrative / Reporting Duties: � Respond to inquiries/correspondence from internal/external customers. Quality / Productivity Assurance: � Communicate quality information required for all customer service to ensure first contact resolution. � Identify and appropriately communicate/assist in the resolution of product quality and service issues. � Communicate opportunities to management with recommendations or solutions. � Assist Supervisor with Performance Management processes. Coach / Mentor Associates: � Ability to facilitate/lead teams in order to reach a positive outcome. � Communicate individual performance feedback to associate and supervisor to ensure goals are achieved. � Assist associates with order entry/processing questions. � Identifies and schedules training needs to aid associate in meeting job expectations and to further associate growth and development. � Mentor associates to encourage process improvement. Leadership: � Demonstrated ability to lead associates servicing all customer service. . Leads/Supervisor, and completion of special projects/teaming as assigned.

Requirements

. Excellent problem solving skills . Excellent communication skills (written, oral, listening, approachable) . Excellent conflict resolution skills . Ability to multi-task - organizes and prioritizes appropriately . Willing to learn a variety of Business units (Retail, Designer Sales) . Basic product knowledge . Proficient navigation and understanding of current computer applications, i.e., systems, order management and data bases . Excellent analytical skills . Ability to Coach/Mentor direct reports . Good decision making and judgment . Must be capable of dealing with ambiguity . Deliver effective presentations to individuals, small groups, peers and direct reports Schedule Varied hours Flexible schedule to include nights and Saturdays rotation. Work from Williamsport and Montgomery Buildings.