Team Lead, Customer Solutions

Team Lead, Customer Solutions

See What We’re All About

Encompass is one of the country’s largest suppliers of parts to repair products throughout the home. At our distribution centers located in Georgia, Florida, New York and Nevada, we stock parts from 250+ world-leading brands like Whirlpool, GE, Samsung, LG, Sony, Panasonic and Vizio. 

We are proud of our long history in the aftermarket supply chain and the opportunity to serve our valued customers. From our beginnings in 1953 as a parts supply house for television tubes and antennas, we have grown to be an industry leader supporting all segments of the supply chain in multiple product categories representing world-leading manufacturer brands.

We have a friendly and engaging workplace atmosphere that revolves around teamwork and adaptability. You won’t experience the typical office life here; we work hard and play hard (and sometimes dance too!). To us, each one of our team members is a VIP and we treat them as such.

If you’re ready to roll up your sleeves, go above and beyond and put your ambition to work, all while having some fun, let’s chat – Apply Today!

Perks

• The Encompass Family – check out Who We Are to become a part of it!
• Team member appreciation events and recognition programs
• Volunteer opportunities
• Casual dress code
• All the traditional benefits like health insurance, life, short- and long-term disability – we care about your wellbeing!
• 401k/401k match, and paid time away – we’d love you to stay with us forever!
• Discounts on all our merchandise plus a variety of other cool special deals with area businesses
• Remote work schedule

The Job at a Glance

The Team Lead, Customer Solutions Specialist is essential for providing our customers with a top-notch experience! This person will build strong relationships with our accounts and use their expertise to resolve customer issues soon as possible. This person will coach, support, and develop their team on a daily basis. If you thrive at building strong relationships with customers, display high energy, have great attention to detail, and a passion to go above and beyond - We want to meet you!

(This opportunity is open for candidates residing in one of the following states - Florida, Georgia, Ohio, Indiana, Nevada, Texas, and West Virginia)

A Typical Day

• Develop and maintain strong customer relationships through personal emotional connections
• Accomplishing customer service objectives by coaching team members, communicating job expectations; reviewing job contributions, and enforcing company policies and procedures.
• Assisting our customers and supporting the team by taking inbound customer calls during peak volume
• Collaborating with senior management to review customer service reports and metrics.
• Developing and improving existing customer service standards, policies and procedures
• Keeping up with industry knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Assisting with all open quote follow ups and unresolved customer inquiries.   
• Coaching and developing team members, fostering a positive team environment, managing customer relationships throughout the entire ordering process, handling inquiries related to the entire order process

To Land This Opportunity

• You have at least 1 year of leadership experience (preferably in Customer Service). Bonus points if you have remote leadership experience!
• You can work a schedule of M-F 9:30 AM – 6:00 PM (EST) with flexibility and the ability to work weekends if needed. You can travel to our local office based on business need.
• You have great communication skills & you’re proficient in English (verbal and written).
• You think outside the box to exceed customer expectations! You might even say your middle name is “Above and Beyond”
• You effectively communicate, develop personal emotional connections with customers, and provide them with solutions!
• You’ve been identified as a “go-to” resource for both customers and your team members
• Your positive attitude is infectious, and you know how to gain trust and respect from your team!
• You have reliable, high speed ethernet internet connection at home (at least 10 mbps)
• You know MS Office (Word and Excel); you may not be a master but you’re on your way
• Your average typing speed is at least 40 wpm.
• You have a High School Diploma and/or combination of at least 1 year of customer service experience.
• You live in one of these states: Florida, Georgia, Ohio, Nevada, Indiana, Texas, or West Virginia.

Encompass Supply Chain Solutions, Inc., welcomes diversity and as an equal opportunity employer all qualified applicants will be considered regardless of race, religion, color, national origin, sex, age, sexual orientation, gender identity, disability or protected veteran status.