Customer Service - Baton Rouge, LA, USA
2 weeks ago
Job summary
The Customer Service & Fulfillment Team Lead oversees the daily operations of Vytl Controls' front-line service and order fulfillment team.Responsibilities
- Lead a team of Customer Service and Fulfillment Specialists to deliver responsive, high-quality support across phone, email, and ticket channels.
- Oversee case and ticket queues to ensure inquiries, complaints, and service requests are resolved within defined SLAs.
- Bending is required for this job. Lifting up to 25 pounds is required for this job. Must be able to travel and have a clear driving record in accordance to company driving guidelines This role ensures customers receive timely accurate responses to inquiries seamless execution of order shipments returns and service requests The Team Lead serves as both a working contributor people coach guiding team performance resolving escalations driving process improvements that elevate the end-to-end customer experience Manage escalations coordinate with technical logistics Order Management teams resolve complex issues Maintain deep understanding customer contracts delivery commitments account-specific service requirements Monitor order status fulfillment performance ensure on-time complete damage-free delivery Partner Logistics Order Entry Production teams prioritize urgent orders resolve delivery documentation issues Manage fulfillment exceptions such as backorders expedited requests credit holds Support execution returns RMAs warranty processes accurate documentation communication Coach train develop team members strengthen technical product knowledge communication skills problem-solving abilities Oversee daily team huddles share metrics communicate priorities process updates Support cross-training between customer service fulfillment functions ensure flexibility business continuity Promote positive accountable culture focused outcomes operational excellence Enforce standardized processes case handling documentation follow-up Identify recurring issues drive root cause correction Quality CX Systems Operations Track analyze KPIs response time resolution rate accuracy Provide daily weekly summaries management recommend continuous improvement actions Positional Requirements Qualifications Education Experience Bachelor's degree Business Supply Chain related field preferred 3-5 years experience customer logistics roles ideally manufacturing industrial environment 1-2 years experience lead senior representative supervisory capacity Skills Abilities Strong empathy problem-solving mindset Skilled competing priorities time-sensitive requests Working knowledge ERP CRM systems SAP NetSuite Salesforce Microsoft Office tools Proven ability coach mentor engage high-performance Excellent verbal written communication capable handling escalaions professionally effectively Essential Physical Functions Lifting bending standing extended periods travel clear driving record company guidelines This job description intended describe general nature level work being performed not exhaustive list duties responsibilities Company reserves right amend change responsibilities meet business organizational needs necessary
Job description
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