Lead Service Representative, Customer Experience

Global Industrial

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 employee 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.