Customer Service Leader

We are looking for a Customer Service Representative Team Lead to work at our new Distribution Center in Louisville, KY. This is an exciting opportunity to be a part of our continued growth at Corona Tools!
This role will be on-site in the Louisville, KY area.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• High school diploma or general education degree (GED).
• 7+ years of Customer Service experience with a minimum of 1 year experience in a lead or supervisory position.
• Knowledge and understanding of EDI.
• BPCS experience.
• Proficient in CRM software and order processing systems.
• Ability to lead a team of Customer Service representatives.
• Strong problem-solving and conflict resolution skills.
• Excellent verbal and written communication skills.
• Proficiency with Microsoft Office suite (Outlook, Teams, Word, Excel, etc.).
• Ability to work in an office setting within a distribution center five (5) days per week.
• Bilingual preferred (English and Spanish)

• Oversees a team of Customer Service representatives, providing guidance, training, and support to ensure exceptional service.
• Develops and implements Customer Service policies and procedures to enhance efficiency and customer satisfaction.
• Collaborates with cross-functional teams to address escalated customer issues and provide timely resolutions.
• Conducts regular team meetings to communicate updates, share best practices, and foster a positive work environment.
• Analyzes Customer Service metrics and KPIs to identify areas for improvement and implement strategies for enhancement.
• Serves as a point of contact for key accounts, building and maintaining strong relationships with customers.
• Implements training programs for new hires and ongoing development for existing team members.
• Provides advanced customer support, handling complex inquiries and resolving escalated issues.
• Assists in the development of training materials and conduct training sessions for new Customer Service representatives.
• Collaborates with product development team to provide customer feedback and insights for product improvement.
• Contributes to the creation of a knowledge base to empower the team with accurate information on landscape tools.
• Maintains customer satisfaction levels and ensures repeat business.
• Follows all safety policies and procedures.
• Attends training classes as required to stay up to date on new landscape tools and industry trends.
• Other duties may be assigned.