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Lead Customer Service Representative (CSR)

Hammond, Indiana · Customer Service
Position: Lead Customer Service Representative (CSR)
Location: Hammond, IN (46320)
Status:  Full-Time
 
Job Summary
 
The experienced Lead Customer Service Representative will be responsible for maintaining a strong knowledge of our products and services, promoting customer relations by consistently providing exceptional customer service. Initiate sales and be capable of effectively cross-selling products and services to customers.  Mentor and develop team.
 
Duties/Responsibilities:
 
  • Support Sales Reps in safety product industry, answers customer phone calls, and processes sales orders.
  • Interacts with customers via telephone, email, online chat, or in person to provide support and information on products or services.
  • Collects and enters orders for new or additional products or services.
  • Follow up on customer orders, ensuring product is ordered, shipped, and delivered.
  • Research with vendors to find non-stock products.
  • Ensures that appropriate actions are taken to resolve customers problems and concerns.
  • Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
  • Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff.
  • Keep abreast of new company products and services.
  • Analyze data and statistics, compile, and print reports on overall customer satisfaction.
  • Identify and implement process improvements.
  • Performs other related duties for the Branch Manager as assigned.
 
Required Skills/Abilities:
  • Excellent communication skills including active listening.
  • Service-oriented and able to resolve customer grievances.
  • Proficient computer skills (MS Office) with the ability to learn new software.
  • Proficient in Excel
  • MS Navision (NAV) preferred 
  • Related industry product knowledge preferred 
Education and Experience
 
  • High school diploma or equivalent. BS/BA from a 4-year accredited college or university, or equivalent experience preferred.
  • Five or more year of Customer service experience required.
Physical Requirements
 
  • Prolonged periods sitting at a desk and working on a computer.
  • Must be able to lift up to 15 pounds at times.
 
Please apply at: https://coderedhr.catsone.com/careers/
CODE RED SAFETY IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER; MINORITY / FEMALE / DISABLED / VETERAN.  We E-Verify
Code Red Safety: https://coderedsafety.com
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