Customer Service Lead
hace 4 semanas
Job Title: Customer Service Lead
About the Role:
We are seeking a highly skilled Customer Service Lead to join our team at Pens.com. As a key member of our customer-facing team, you will be responsible for ensuring exceptional customer experiences through effective communication, timely order fulfillment, and proactive issue resolution.
Key Responsibilities:
- Communicate with external stakeholders to provide timely updates on order status
- Meet key performance indicators (KPIs) for order-to-ship (OTS) and total average time (TAT) metrics
- Maintain strong relationships with internal departments to ensure transparency on priorities and customer requirements
- Provide clear commitment dates to customers as needed
- Evaluate and escalate challenges to meet customer expectations and offer recommendations
- Identify and provide status updates for past-due orders
- Communicate potential challenges to meet customer needs in advance
- Follow up on critical orders and prioritize requests from stakeholders
- Address material shortages to fulfill customer orders
Requirements:
- Fluent English speaker
- College degree or equivalent experience
- 1-5 years of experience in customer service, production control, or planning areas
- Strong computer skills in Microsoft Office and Excel
- Previous manufacturing industry experience with a strong working knowledge of ERP
- Strong leadership, motivational, and team-building skills
- Ability to quickly analyze and solve complex problems
About Pens.com:
Pens.com offers personalized promotional products inspired by small businesses. With 56 years of experience and serving 22 countries worldwide, we provide value, savings, and time to customers through expert guidance on a range of personalized promotional products.
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