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Customer Service Lead

Charlotte, NC
Our client, a growing Premium Food company, is currently seeking an experienced and talented Customer Service Lead to join their close-knit team.  The position will be the primary contact with all customers connecting with the company about catalog and online orders for the company’s wide range of quality pecan products and other specialty foods and gifts. Customers will include both retail consumers and corporate/commercial clientele, and communications occur through phone and email transactions. The Customer Service Lead is also the primary contact for custom orders with unique instructions. Along with managing day-to-day customer service inquiries during the first three quarters of the business year, the CSL will also be working on process development and improvement projects and ideas to prepare for the busy season, marketing initiatives, and other business & administrative tasks.

The successful candidate will be customer-oriented, detail-oriented, diligent, and possess a strong work ethic. Skill and experience in clerical duties (administration, organization, etc.) will also be valuable in delivering the best experience possible for external customers and internal colleagues. This position will report primarily to the Senior Manager, Operations, as well as the General Partner.
Job Responsibilities:
  • Interacting with customers via phone and email
  • Entering customer orders into Order Management software system
  • Answering customer questions
  • Organizing flow of orders to the warehouse fulfillment team
  • Assisting with customer pick-ups
  • Closing out orders after pick-up
  • Assisting with other administrative and clerical work as needed.
Experience, Knowledge, and Skills:
  • Experience in customer service positions with high volumes, either year-round or of a seasonal nature, and including both phone and online communications.
  • Must be able to work accurately, managing timely communication and follow-up with customer care, and reporting internally to managers on customer status.
  • Must demonstrate strong communication skills and be able to serve both satisfied and dissatisfied customers, and have a strong solutions orientation to best deliver for the needs of each customer
  • Demonstrated ability to maintain a high degree of accuracy and attention to detail on continuing communications, follow-ups, order entry management, and record-keeping
  • Ability to manage staff associates in periods of extremely high-volume order processing and resulting customer communications.
To apply, please submit your resume and cover letter, with your salary requirements. 

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