Lead Customer Service Representative

The Lead Customer Service Rep will be working closely with the Inside Sales Manager and assisting with the training of new hires, carrying out sales strategies, and ensuring exceptional customer service is provided by other team members to our customers.Key ResponsibilitiesTeam leadership and developmentLead, mentor, and train the inside sales team and customer service to achieve individual and team sales targets, ensure processes are followed and SOX standards are met.Foster a positive and collaborative team environment.Strategize and review current processes with the ISR manager for process improvements. Customer Relationship ManagementEstablish and maintain strong relationships with our customers, reps and multiple operation sites.Work closely with sales leadership, product marketing and operations to align sales efforts with company goals.Liaison with internal teams to resolve customer issues efficiently. Performance Monitoring and ReportingAbility to train new hires on our processes, systems and provide feedback to ISR manager on progress. Travel as needed.Monitor Exostar portal for Program Accounts for proper handling and back-up for team.Review and audit large orders for accuracy and SOX requirements.Assist with onboarding of new rep with account set ups, customer maintenance clean-up liaison and the main point of contact for on-site internal, customer and SOX audits. Process ImprovementBe a positive voice on the floor to help assist with process changes and implement best practices based on the voice of the customer.Engage internal and external customers to understand their needs and areas to improve collaboration.Document process improvement changes that can be utilized for onboarding and training. Handle one or two key customers with their quoting and/or order management needs.Required QualificationsBachelor’s degree in Business, Sales, or related field (preferred/work experience)5+ years of experience in inside sales and/or customer serviceNeed to lead by example with work behavior and attitudeAbility to thrive in a fast-paced, team-oriented environmentProficiency in SalesForce, MS Office and Windows. Microsoft OfficeFluent in English Due to government regulations, this position requires access to ITAR-controlled information. Therefore, candidates must be a U.S. Person as defined by the International Traffic in Arms Regulations (ITAR). CompensationKnowles Total Compensation Structure includes a Base Salary and Bonus Program.Competitive base salary: $75,000 - $85,000 (commensurate with experience).EOE/M/F/D/V