CRS Logistics Rep.
: Job Details :

position overview:Position reports to the Facility Manager, Area Administrative Manager, or Operations Manager. This position has no direct reports. responsibilities: Coordinate customer service team:

Overseeing a team of customer service associates within a call center or an office environment

Coordinate the tasks and duties of the team throughout the shift

For 24-hour support facilities, the customer service team lead manages employee schedules to maintain adequate staffing during peak times

Answer employee questions and provide the proper guidance

Ability to work overtime as needed

Complete all training requirements in a timely manner, to include vertical alliance training,

provide direct customer support:

Respond directly to customers who need assistance through phone calls and emails

Provide quick resolution to issues and questions during department peak times especially and throughout the shift as needed

review and resolve escalations:

Handle escalated customer related questions and concerns.

Identify solutions to address the customer's query

Direct customer to the proper department to provide assistance and resolution

Exceptional customer service skills with the ability to convey diplomacy to ensure satisfaction for the customer

evaluate Team Members:

Conduct periodic performance reviews and evaluations of team members

Monitor employee performance and notate areas of improvement utilizing an evaluation rubric

Ability to meet with an employee to discuss the performance behaviors observed

Submit recommendations to the Operations Manager to provide employee feedback, both positive and constructive

support process improvement:

Identify opportunities to enhance internal processes that will result in increased organizational efficiency and performance

Gather data related to customer contact and interactions and utilize the information to create reports

Ability to analyze the data to determine the success of the current processes in place

train new hires:

Responsible for new hire on the job training

Provide instruction on company policies, procedures and best practices for handling customer calls

Monitor team member activity and performance during the first 30 days of training due to determine future training needs

required skills: Education

• High school degree required
• Associate or college degree desired.
• Prefer business, supply chain, materials, or logistics curriculum

Experience

• Three to five years of relevant experience

Knowledge and Skills

• General office knowledge, including telephone techniques and computer skills, in a customer service environment
• Effective communication and listening skills
• Bi-lingual communication skills preferred
• Proficient use of Microsoft Office applications, including MS Word, MS Excel, MS Outlook, and MS PowerPoint
• Must demonstrate responsible work habits and satisfy pre-employment requirements, including background check and drug screen.

environment and physical requirements: