Customer Service Team Leader

LSI Wallcovering New Albany, IN
LSI Wallcovering is a commercial wallcovering design and manufacturing firm.

Founded in 1955, LSI is a global leader in the wallcovering industry, with distribution

in more than 60 countries worldwide.

The Customer Service Team Leader position is responsible for providing quality and efficient customer service to customers, both domestic and international. The Team Leader will provide daily oversight of a team of employees to include motivating, coaching, training, and problem solving. Additionally, the position is responsible for assisting the manager with development, analyses and hiring of staff, training, and scheduling. The Team Leader will also have direct responsibility for certain domestic and export clients. Team Leader acts as a back-up when the manager is away as well as back-up when CSR's are away.

Essential Functions

* Provides daily direction and communication to employees so that customer service inquiries are answered in a timely, efficient and knowledgeable manner.

* Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.

* Develop and maintain ongoing knowledge of product line, procedures, websites, etc.

* Provides performance feedback to manager on each team member.

* Ensures employees have appropriate training and other resources to perform their jobs.

* Provides prompt and accurate confirmation of orders, quotes, export documentation, billing, etc. for assigned clients.

* Assists the manager with daily operation of the department to include the development, analyses and implementation of staffing, training. Serves as primary point of contact for internal and external sources during manager's absence.

* Works as a member/leader of special or ongoing projects that are important to area/process improvement.

* Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives.

* Uses appropriate judgment in upward communication regarding department or employee concerns.

* Routine need to multi-task, establish priorities and work independently.

* Assist with research and resolution of customer issues regarding pricing, delivery, or quality concerns.

* Coordinate new employee onboarding process; deliver as needed.

Secondary Responsibilities

* Complete and forward documents for export shipments

* Arrange and process Return Authorization for returned product

* Communicate with freight forwarders to know and understand special shipping requirements for each country to ensure compliance. Obtain freight quotes for export shipments as needed.

* Update price lists as needed.

* Assist with establishing KPI parameters for team.

Success Indicators

* Colleague feedback and management observations

* Customer Surveys

* Performance Evaluations

PHYSICAL DEMANDS:

The physical demands described here are the 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 functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear. The employee must occasionally lift and/or move up to 50 pounds.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change. The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.