Customer Service Team Leader

Job Summary/Overview

The Customer Service Team Lead is primarily responsible for maintaining the highest level of customer and distributor/channel satisfaction by providing responsive, pleasant, and professional assistance while supporting CSR operations and acting as a leader to the team.

Essential Duties and Responsibilities

• Supports customers, distributors, Regional Managers and other Sales Support teams by promptly fielding all incoming phone calls, emails and handling inquiries for: order status, shipment tracking, shipping/order documents, distributor inquiries, lead time questions, order changes, RMA's, order expediting, troubleshooting, lead distribution to channel and verbal & written parts price quotes.
• Acts as point of contact for customers and distributors with regards to all inquiries other than those for new conveyor applications.
• Assists in the training development and coaching of CSR team.
• Responsible for monitoring the team's performance against department benchmarks.
• Handles complex customer issues or complaints.
• May assist with entering orders for parts and standard conveyors as needed.
• Assist in teaching and enforcing of procedure and process training program.
• Use Customer Relationship Management software to document customer interaction to help streamline the customer service process and notice trends to report back to the product development team.
• Performs other duties as assigned.

Knowledge, Skills, Competencies, and Abilities

• Background using ERP (Enterprise Resource Planning), CRM (Customer Relationship Manager) and Microsoft Office.
• Strong analytical and organizational skills with attention to detail.
• Ability to think abstractly to deal with ambiguous/undefined problems.
• Ability to build relationships with a diverse workforce with a highly developed sense of understanding.
• Displays leadership abilities.
• Ability to handle multiple projects at the same time.
• A team player with exceptional written and verbal communication skills.
• Knowledge of Dorner Product line through experience or hands on training.
• Mechanical Aptitude is helpful.

Required Qualifications

• Associate's Degree preferred, or equivalent related experience.

• 3+ years' experience as a Customer Service Rep in an industrial or technical product environment

• Previous leadership experience is a plus

About Columbus McKinnon:

Columbus McKinnon is a leading worldwide designer, manufacturer and marketer of intelligent motion solutions that move the world forward and improve lives by efficiently and ergonomically moving, lifting, positioning and securing materials. Key products include hoists, crane components, precision conveyor systems, rigging tools, light rail workstations and digital power and motion control systems. We are focused on commercial and industrial applications that require the safety and quality provided by our superior design and engineering know-how. Columbus McKinnon is a publicly traded company that has been in business for almost 150 years - proud of our heritage, where we come from, and where we're going. As Columbus McKinnon grows globally, so does our need for driven and inspired employees. Join our winning team!

Columbus McKinnon Corporation promotes a diverse and inclusive workforce and is an Equal Opportunity Employer that does not discriminate against employees or applicants for employment on the basis of race, color, national origin, ancestry, age, religion, sex, gender, gender identity, gender expression, sexual orientation, physical or mental disability, medical condition, genetic information, military or veteran status, marital status, or any other Federal or State legally-protected classes. We also value the safety of all associates and work hard to maintain a Drug Free Workplace.

Nearest Major Market: Waukesha
Nearest Secondary Market: Milwaukee