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    Customer Service Team Lead - Lancaster, United States - GEODIS Group

    GEODIS Group
    GEODIS Group Lancaster, United States

    5 days ago

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    Description

    ** Customer Service Team Lead**

    **Job Category****:** Operations **Requisition Number****:** CUSTO019712 Showing 1 location **Job Details**

    **Description**

    **Summary:**

    The Customer Service Lead is responsible for tracking freight shipments from multiple warehouses to destination via WMS and web-based visibility portal. Leads customer service activities such as responding to inquiries, processing orders, and handling customer complaints.

    **Job Duties** :

    Utilizes warehouse management systems to track the entire timeline of customer orders; such as Mercury Gate, Synapse, Red Prairie, etc.

    Communicates directly with customers and their distributors along with the transportation department and warehouses on the status of orders tracked

    Works directly with account customer service group and distributors to resolve issues related to warehouse and transportation services

    Provides leadership to the Customer Service Representatives by solving problems, offering guidance, and providing support

    Interacts with customers by phone, email, or in person and receives orders or changes in service

    Adjusts complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation

    Coordinates special, last minute shipping requests with the transportation departments, expediting orders as necessary

    Traces orders as required and notifies customers of any activity concerning their merchandise, including shipping and tracing information

    Assures proper invoicing of accounts by verifying computer generated invoices

    Maintains a good working relationship with customers by responding to all inquiries and complaints concerning receipts, invoices, shipments, inventory counts, etc., in a courteous and efficient manner

    Reports customer feedback to management, including any signs of customer dissatisfaction

    Acts as liaison between the warehouse and the customer in administration of accounts and between the office and customer regarding invoicing and credit changes

    Performs paperwork associated with orders including the maintenance of customer files

    Maintains current and accurate procedure book which details the processing requirements for each account; prepares any report concerning customer services activities and performs other customer service and company related duties as necessary

    Notifies management of all requested changes from the customer regarding shipping, handling, or administrative characteristics

    Works with management regarding product routing for customers

    Other duties as required and assigned

    For food accounts, incumbent is responsible to report food safety problems to senior management to initiate action

    **Requirements:**

    High school diploma or GED (General Education Diploma) required; 2 year college degree preferred

    Minimum 3 years related experience or equivalent combination of education and experience

    Experience with Synapse operating systems and warehouse management systems

    PC literate with experience with Microsoft Outlook, Word and Excel

    Excellent written and oral communication skills to effectively present information and respond to questions from groups of managers, customers, and co-workers

    Ability to write reports, business correspondence, and procedure manuals

    Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists

    Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

    **Environment:**

    While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel. The employee frequently is required to sit, reach with hands and arms, and talk or hear. The employee must occasionally lift and/or move up to 25 pounds. The employee is occasionally exposed to moving mechanical parts and vehicles and is regularly exposed to ambient lighting and temperate climate conditions. The employee may be exposed to extreme heat and extreme cold including climates consistent with outside weather conditions.

    The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

    Job Duties as documented in this job description are considered Essential Functions and have been created by the standards of the Equal Employment Opportunity Commission (EEOC). The standards of the Americans with Disabilities Act require that employees be able to perform Essential Functions of the job with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the Essential Functions.

    **Skills**

    **Education**

    **Experience**

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