Customer Service Lead

Job Type

Full-time

Description

Handstands Promo is a Utah based subsidiary of HPG. HPG's brands are top-rated leaders in their fields, with numerous awards under their belts for service, quality, and products that 'WOW'. As a top 10 supplier in the $25b promotional product industry, HPG sets the gold standard in hard goods.

The Customer Service Lead is responsible for providing excellent and effective customer service for all internal and external customers by using an in-depth knowledge of company products and programs. Lead a team through motivation, recognition, coaching and training, and problem resolution.

Requirements

• Assist CS manager with daily operation of the Customer Service Department to include the development, analysis and implementation of staffing, training, scheduling, and reward/recognition programs. Work as a member/leader of special on-going projects that are important to process improvement.
• Demonstrate in a positive, productive manner the ability to effectively lead, train and peer coach.
• Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient, and knowledgeable manner. Ensure proper staffing needs.
• Ensure that employees have the appropriate training and resources to perform their jobs. Communicate to manager training needs and performance feedback to create and maintain a high-quality work environment so that team members are motivated to perform at their highest level.
• Manage assigned key accounts including corresponding with customers via telephone & e-mail to communicate information regarding prospective orders, order status, samples and completed orders.
• Use internal software system to keep order workflows progressing accordingly.
• Partner with internal teams to meet and exceed customer's expectations.
• Create loyal and lasting relationships with all customers.

Experience: or any equivalent combination of education, training, and experience which provides the required knowledge, skills, and abilities to perform the key responsibilities of the job.

• Minimum 2-3 years of customer service-related experience.
• Detail oriented with the ability to multi-task, manage time, and communicate effectively.
• Ability to take ownership and become subject matter expert for assigned job duties.
• Ability to recognize and communicate workflow efficiencies and deficiencies.
• Strong problem-solving skills.
• Ability to work independently while acting as a proactive team member.
• Must have experience with Microsoft Office Suite products (Excel, Word, Outlook)
• Experience with Oracle NetSuite a plus.
• Committed to quality service to customers and fellow employees, with terrific oral, listening, and written communication skills, and capable of preserving confidential or sensitive information.
• Demonstrate strong decision-making skills that support CS Manager when unavailable.
• A "can-do" attitude with a strong team player ethic is essential.

Physical Demands & Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Utilization of office equipment and the capacity to lift up to 20 pounds.
• Frequently required to sit, stand; walk; use hands, handle, or feel; and reach with hands and arms.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Benefits:

• 401(k)

• 401(k) matching

• Dental insurance

• Employee assistance program

• Health insurance

• Health savings account

• Life insurance

• Paid time off

• Referral program

• Retirement plan

• Vision insurance

Competitive pay and benefits with 3 weeks of PTO, fun during the workday and a creative work environment!!

EEO Statement:

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

Job Type: Full-time, Onsite