Fairlane Products

Senior Customer Service Lead

LocationFraser, MI
Job TypeFull-time
Salary$45,760

About This Job


Company Overview

Fairlane Products is a leader in the manufacturing and distribution industry, dedicated to providing top-quality materials handling solutions. Our commitment to efficiency and safety ensures that we meet the needs of our clients while maintaining a productive work environment.


Summary

As one of the most important and visible positions in our company, the Customer Service Leader co-ordinates and manages the activities of the customer service team to process and fulfill hundreds of customer inquiries, requests, and orders per day.


Responsibilities

Most importantly: Quickly become a product knowledge expert, our best customer service representative, and the primary go-to person on the team.
Answering phones, responding to emails, and processing orders.
Develop, document, and implement customer service policies and procedures.
Train, mentor, and coach customer service staff.
Coordinate and direct the daily operations of the customer service team.
Monitor incoming sales channels (email, phone, website, EDI, portals, etc.) to ensure orders are processed in a timely fashion.
Monitor CRM tickets for accuracy and facilitate movement through the flow.
Monitor high-value customers and high-priority orders to ensure that timing and special requirements are met.
Plan, prioritize, balance and delegate work tasks.
Handle complex customer service issues.
Approve and process RMAs.
Review, & process international exports.
Arrange LTL & air freight shipments
Monitor fulfillment system for accuracy and communicate customer requests and changes.
Quoting of standard and non-standard products.
Identify and implement strategies to improve quality of service, productivity, and process standardization.


Qualifications

High School diploma.
Degree or at least 1-2 years college preferred.
Work experience in a commercial, industrial or manufacturing office environment.
Experience managing or leading a customer service focused team.
Familiarity with computerized CRM, order processing, inventory and/or ERP system is a big plus.
Aptitude to learn technical product information and desire to take on responsibility.


What we offer:

Casual & friendly office environment
Competitive pay.
Medical, dental and life insurance at 90 days with very low cost to employee.
Paid holidays and vacation accrual after 90 days.
401K with match after only 1 year.

If you are ready to take on an exciting role in material handling and contribute to our success at Fairlane Products, we invite you to apply today!


Job Type: Full-time


Pay: From $22.00 per hour


Expected hours: 50 per week


Benefits:

401(k) matching
Dental insurance
Health insurance


Shift:


Day shift


Work Location: In person


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