Lead Customer Service Representative

This position is responsible for leading the Customer Care Team in the Order Management process. This is a mid- level position that will focus on leading, coaching and mentoring junior level CS representatives while continuing to handle his/her own accounts. In addition, this position will act as a liaison between the Abingdon Facility and senior management members. Leading a team of 3-6 CSRs, this team member will be interfacing with 3 plants, 5 offices and one warehouse; comprising of 4 shipping locations. Daily interaction with Shipping, Accounting, Sales, Production, Regulatory, QC and other Company departments. Order Management Master product knowledge Utilizes all software and tools efficiently (Just Foods, Batch Metrics, P21, Bar Tender, Excel, etc.), Understands the intricacies of the order process and identifies areas of concern as well as areas of potential improvement / opportunity. Works with the major contacts in all departments to facilitate handling of problems with the correct personnel. Handles minor issues and customer concerns. Field and direct incoming customer service related calls and questions. Notifies Director of Supply Chain and requests assistance when needed for major issues and areas of concerns. Resolving Issues Report crises to Supply Chain Manager during hours of operation with the primary goals of not jeopardizing customer relationships or company interests by following designated procedure as provided by HR. Management Liaison Coaching: Perform coaching and mentoring as needed to support the Customer Service Team members. Collaboration: Collaborate and communicate successfully with other supervisors and managers within the Citrus and Trilogy location as well as our NJ, NY and CA locations when necessary. Leadership: Report learning opportunities that will enhance the overall functionality and knowledge of the customer service team. Act as a mentor and advocate for direct reports growth and opportunities. Process Customer Care Team PTO requests and schedule. Under the guidance of the Supply Chain Manager, delegate the Customer Service Team workload and customer assignment. The Customer Service Team lead will The Company Customer Service Organization is centralized in structure but de-centralized in execution as the incumbent will primarily support a particular Company (Citrus or Trilogy) but will handle sales of products from both companies as dictated by customer specific product mix. Daily functions are conducted in accordance with Company Policies and Procedures, Federal, State and Local Legal, Tax, Health, Safety and Environmental Guidelines/Regulations. Supports and complies with all regulatory and internal requirements Supports and promotes the reporting of all health, safety, environmental, near-miss, accident or injury incidents Trusted to operate within any general customer service compliance guidelines and within the guidelines of the Company Code of Ethics/Conduct. High School Diploma or GED. Bachelors degree preferred. 5+ years of relevant customer service experience. Service in other company functions considered a plus. Microsoft applications: Word, Excel and Power Point. Strong problem solving, communication and organization skills. Excellent verbal communication skills. Customer Order processing in an enterprise system Team Player Strong mentoring aptitude / experience Existing or new employee who possesses the skills to quickly gain the confidence of peers, staff and customers. Maintains on-going relationship with the CS Reps and all departments in the plants. Consistently meets requirements for execution of daily tasks. Communicates effectively both verbally and in writing and is able to identify, with minimal supervisor involvement, the best methods of communication to utilize in various customer and internal team scenarios. Proactively listens to, takes steps to understand and responds to requests from CS team mates, direct reports and staff from other departments as it relates to their position. Exercises good judgment autonomously on general tasks by evaluating the impact of decisions on the customers as well on the organization. With time, have the ability to recommend processes to improve service issues related to customers and or business processes. Seeks counsel of Director of Supply Chain and others members of Executive Management more difficult or complex situations. C&A Services is a Chemical company and as such, all employees are expected to learn and champion Companys safety culture, exhibit personal safety and, as it pertains to this role, learn about products and execute daily work tasks to ensure product safety. Attends required safety training and meetings, and actively contributes to upholding our safety culture by living our safety values.