Customer Service Team Leader jobs in Dayton, OH

Customer Service Team Leader leads a customer service team that responds to phone, e-mail, or chat non-technical service requests from customers. Responds to and resolves escalated issues and/or unique or complex requests from customers. Being a Customer Service Team Leader monitors the daily workloads of team members and makes adjustments to ensure adequate coverage and that correct procedures are followed. Identifies system and workflow improvements to enhance the team's efficiency. Additionally, Customer Service Team Leader trains and provides support to less experienced team members. May assist manager or supervisor with scheduling. May be authorized to approve special adjustments or exceptions for a customer. May require a bachelor's degree or equivalent. Typically reports to a manager or head of a unit/department. Working team member that may validate or coordinate the work of others on a support team. Suggests improvements to process, is a knowledge resource for other team members. Has no authority for staff actions. Generally has a minimum of 2 years experience as an individual contributor. Thorough knowledge of the team processes. (Copyright 2024 Salary.com)

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Customer Service Team Lead
  • Hobart Service
  • Troy, OH FULL_TIME
  • Company Description


    Hobart Service, an Illinois Tool Works Company, has been in business for over 125 years and is the trusted source for Commercial Food Equipment Service Solutions. We have over 1,700 associates nationwide who serve as valued partners to our customers. Our employees are dedicated to providing the best customer service, give back to the communities where they live and work, and demonstrate the ITW values of Integrity, Simplicity, Trust, Respect and Shared Risk.


    Job Description


    This position is responsible for tactical day to day work instructions while leading a team of non-exempt employees to provide exceptional customer service by responding to customer questions, complaints, inquiries, and orders for the organization’s products and/or services. Position requires strong problem-solving skills and ability to be accurate.

    ESSENTIAL DUTIES AND RESPONSIBILITIES

    • 50% Efficiently and effectively manage large number of incoming communications and customer requests (quotes, order entry, tracking, returns) while delivering exceptional customer experience which may include assigned accounts and third-party vendors
    • Develop strong relationships with customers by understanding their needs and recommending solutions creating customers for life
    • Provide compliant, accurate, valid, and complete information for the customer by using the right methods/tools
    • Responsible for management of order entry and group emails to ensure timely order entry and issue resolution through professional phone skills, emails, and team involvement.
    • Communicate customer requirements to internal customers to ensure proper execution at the time of service.
    • Ensure that all contractual commitments are being met throughout all stages of the process.
    • Act as a liaison between internal customers and the customer/dealer to provide ongoing, consistent, timely communication.
    • Plan, direct, supervise and evaluate workflow.
    • 50% Train, assist and lead other assigned Customer Care Representatives with all aspects of customer service when needed
    • Responsible for application and day-to-day organizational policies and procedures.
    • Identify and facilitate process simplification to drive improved customer service in cooperation with Customer Care Supervisor/Manager
    • Drive and clarify processes for internal and external customers.
    • Coordinate and monitor work activities to achieve expected volumes and operational requirements.
    • Identifies and directs training needed by team based on analysis of issues and inquiries
    • May make hiring decisions and conduct performance appraisals
    • Responsible for special price concessions, quotes, bid allowances, adjustments, and discounts.
    • Other duties and special projects assigned by Management.

    Qualifications


    Education and Work Experience

    • Associates Degree preferred or high school diploma/GED with equitable years customer service experience.
    • 4 years customer service experience

    Job —Specific Knowledge

    To perform this job successfully, the individual needs to demonstrate knowledge of these areas as they relate to the primary functions of the job.

    • Customer Service - highly professional demeanor with excellent telephone skills and etiquette. Utilizes various interpersonal styles and communication methods to positively assist and influence customers.
    • Knowledge of distribution and supply chain operations is preferred.
    • Demonstrates basic mechanical aptitude and ability to read parts manuals.

    COMPETENCIES

    To perform the job successfully, an individual should demonstrate the following competencies.

    Technical and Analytical Skills

    • Understanding of basic math (addition, subtraction, multiplication, division, calculations of percentages).
    • Ability to comprehend specifications provided within orders and translate them to the desired parts per Purchase orders.
    • Basic knowledge of / working knowledge of Windows applications and Microsoft Office programs such as Word and Excel.

    Time Management and Communication Skills

    • Must be dependable, have good attendance, be punctual, and have a positive attitude
    • Prioritizes regular workload, special tasks, and concurrent projects, allocating time and resources to ensure that work is completed accurately and efficiently within established time frame.
    • Demonstrated ability to communicate orally with individuals from within and outside of the organization.
    • Proficient with Microsoft Office Products to include Outlook, Word, and Excel
    • Requires strong interpersonal skills working with internal and external customers
    • Be able to handle multiple priorities in a fast-paced environment
    • Possess a great attitude and professional demeanor
    • Proven ability to multi-task and work independently
    • Saturday rotation of work hours is required

    Additional Information


    Why work for us?

    • Competitive pay
    • Great insurance options with low premiums
    • Paid vacation and holidays
    • 401K with company match
    • Extensive on-the-job, online, and classroom training
    • Service vehicle, uniforms, and safety equipment provided
    • Safety-conscious work environment

    Hobart Service is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.


    ITW and Hobart Service are committed to providing a healthy and safe environment for all employees. To demonstrate this commitment, Hobart Service is tobacco-free (including e-cigarettes) on campuses and within company vehicles and maintains a drug-free workplace.


    If you are a qualified individual with a disability and are unable or limited in your ability to use or access the online application system process due to your disability, please contact Human Resources at service.hr@hobartservice.com to request assistance. No other requests will be acknowledged.

    ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

    As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.

    All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.

  • 1 Day Ago

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Retail Team Leader
  • Gordon Food Service Store LLC
  • Wilmington, OH FULL_TIME
  • Location - MP086 2930 Wilmington Pike, Dayton OH Now Hiring! Pay: $17 /Hr Location: 2930 Wilmington Pike. Dayton OH 45419 Work/Life balance - We offer a great schedule in retail! Store Hours: Monday t...
  • 4 Days Ago

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Route Lead/Retail Team Leader
  • Five Star Food Service, Inc.
  • Dayton, OH FULL_TIME
  • Position Overview: Retail Team leader will share responsibilities for retail merchandising operations at a branch/division level. Acts as a relief retail merchandiser for vacation, open and training r...
  • 22 Days Ago

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Customer Service Team Lead
  • ITW
  • Troy, OH FULL_TIME
  • Company DescriptionHobart Service, an Illinois Tool Works Company, has been in business for over 125 years and is the trusted source for Commercial Food Equipment Service Solutions. We have over 1,700...
  • 21 Days Ago

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Team Member/Customer Service
  • Reichley Insurance
  • Dayton, OH FULL_TIME
  • We are looking for an experienced insurance professional to join our team. Our unique value is all about the people who work at Reichley Insurance. We work together, learn together and support each ot...
  • 16 Days Ago

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Customer Service Specialist
  • Hobart Service
  • Troy, OH FULL_TIME
  • Company Description At ITW Food Equipment Group, people and food are our passion. We believe great food brings people together, and the relationships we share feed our inspiration to be the best we ca...
  • 1 Month Ago

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0 Customer Service Team Leader jobs found in Dayton, OH area

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Service Advisor - Truck Care - Hiring Event
  • Loves Travel Stops & Country Store
  • Dayton, OH
  • Req ID:433327 Address: 2217 South Edwin C Moses Blvd Dayton, OH, 45417 Welcome to Loves! OBJECTIVE: Service Advisors dri...
  • 3/29/2024 12:00:00 AM

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Customer Experience Associate
  • karier.co
  • Dayton, OH
  • **Customer Experience Associate** RITUALS COSMETICS - New York, NY 10010 $45,000 a year Job details Salary $45,000 a yea...
  • 3/29/2024 12:00:00 AM

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FT Customer Support Specialist - Work From Home>
  • Quartzy
  • Miamisburg, OH
  • [Customer Service / Remote] - Anywhere in U.S. / Up to $50K per year / Medical, Dental and Vision / PTO / Internet Stipe...
  • 3/28/2024 12:00:00 AM

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FT Customer Support Specialist - Work From Home>
  • Quartzy
  • Dayton, OH
  • [Customer Service / Remote] - Anywhere in U.S. / Up to $50K per year / Medical, Dental and Vision / PTO / Internet Stipe...
  • 3/28/2024 12:00:00 AM

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Pest Control Service Professional - Cincinnati, OH
  • Hawx Services, LLC
  • Miamisburg, OH
  • About Hawx: Founded in 2013, Hawx Pest Control is a customer-centric and technology-driven company that is in the proces...
  • 3/28/2024 12:00:00 AM

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Customer Service Representative II
  • IAA
  • Dayton, OH
  • IAA Holdings, LLC (IAA), excellent customer service is at our core. That's why our Customer Service Representatives play...
  • 3/27/2024 12:00:00 AM

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Customer Service Associate II - Temporary
  • TE Connectivity Ltd.
  • Dayton, OH
  • ** Customer Service Associate II - Temporary** **At TE, you will unleash your potential working with people from diverse...
  • 3/27/2024 12:00:00 AM

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Part Time Customer Service Advisor
  • Sheryna
  • Dayton, OH
  • **Part Time Customer Service Advisor** Northamptonshire Wednesday Ad ID: 87151 Company Job Offer: Sales/Marketing Region...
  • 3/25/2024 12:00:00 AM

Dayton (/ˈdeɪtən/) is the sixth-largest city in the state of Ohio and the county seat of Montgomery County. A small part of the city extends into Greene County. The 2017 U.S. census estimate put the city population at 140,371, while Greater Dayton was estimated to be at 803,416 residents. This makes Dayton the fourth-largest metropolitan area in Ohio and 63rd in the United States. Dayton is within Ohio's Miami Valley region, just north of Greater Cincinnati. Ohio's borders are within 500 miles (800 km) of roughly 60 percent of the country's population and manufacturing infrastructure, making t...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Customer Service Team Leader jobs
$55,432 to $72,597
Dayton, Ohio area prices
were up 1.3% from a year ago

Customer Service Team Leader in Wilmington, NC
We are having job opening for Customer Service-Team Leader (Female).
December 19, 2019
Customer Service Team Leader in Philadelphia, PA
Team Leader will emphasize superior customer service, and promote a positive image of METROLift in conjunction with Management.
February 15, 2020
Customer Service Team Leader in Benton Harbor, MI
You will foster a team culture which has a quality CX ethos with membership retention as the goal, and which engages team members and inspires individuals to strive for continuous improvement.
February 01, 2020