Customer Service Lead

Position Summary:

Encon's Customer Service Leader is an individual contributor with responsibility to mentor, coach, and coordinating the activities of Customer Service Representative (CSRs) as well as provide exceptional service to Encon's customers by cultivating relationships, receiving and processing purchase orders, ensuring product availability, monitoring delivery dates, and resolving order processing issues in a timely manner. They introduce new products to customers, identify upselling opportunities and contribute to identifying customer cost savings. In collaboration with Encon's sales/account management teams, they may also assist with identifying and soliciting new business opportunities within assigned customer, area, market, or region.

Essential Job Duties and Responsibilities:

• Mentors, trains, and coaches peer Customer Service Representatives (CSRs) on Vallen and/or customer specific standard operating procedures and best business practices; may assist with development of training materials and/or other functional resources; continuously looks for process improvement opportunities.
• Leads special projects as assigned.
• Addresses escalated customer issues or those of the most complex nature; researches and resolves customer order issues; communicates with vendors to resolve problems with timeliness and product quality; ensures customer returns are handled in accordance with company policy.
• Builds sustainable relationships and trust with customers, provides information about accounts, products, and services.
• Generates product quotes and purchase orders; verifies customer orders and order changes; ensures product delivery within applicable service level agreements.
• Researches and identifies vendors as necessary to obtain quotes for non-stock items.
• Coordinates activities with various internal Vallen functional areas to best service client inquiries and requests.
• Assists with the management of maintaining adequate inventory levels to meet customer requirements.
• Assists with controlling unnecessary freight expenses and costs.
• Researches and resolves accounts receivable disputes and/or other customer payment discrepancies.
• Produces customer activity reports and/or desired metrics as requested; assist with achieving customer KPIs.
• Assists with preparing customer presentations; may also participate in delivering customer presentations.
• Introduces new products to assigned customers and identifies upselling opportunities; may also assist with identifying and/or soliciting new business opportunities within assigned area, market, or region.
• Maintains current and accurate customer records; updates account information as necessary.
• Adheres to LEAN & digital operating practices; continuously looks for process improvement opportunities, and ensures worksite is professional, clean and neat at all times.
• Performs other duties as assigned.