Customer Service Team Lead - MCR Safety

MCR Safety, a Bunzl company is now hiring for a Customer Service Lead, based at the headquarters in Collierville, TN.  The Customer Service Team Lead will provide quality and efficient customer service through the daily oversight and direction of the customer service team; to assist the Customer Service Manager with team member  coaching, training and  skill development to ensure customer satisfaction; to provide ongoing communication to the Customer Service Manager with respect to areas requiring additional support and/or training, overall performance of the group and/or systems and general feedback as it pertains to the customer service team’s overall effectiveness.

Additionally, this role is primarily aligned to support the Retail channel; however, responsibilities may extend beyond Retail as business needs evolve. The Customer Service Manager may be required to support cross-channel initiatives, strategic projects, and broader company priorities to ensure alignment with overall MCR Safety Group business objectives.  Responsibilities: Partner with our Retail sales team to clearly define and measure our key service level metrics.

Create detailed SOPs for each retail customer to clearly outline if any portal activity is required and what those requirements include – complete order process flow – any reporting requirements. Own the continuous improvement process for our retail customer service team focused on process improvement in the areas of order flow, product returns, back orders, and fill rates. Develop, prepare, and distribute service reports to the Customer Service Manager that will be used to track progress towards our goals and customer level trends.

Continued support for Commercial customer team projects as needed. Projects include, but are not limited to, phone support, order processing, and other customer service tasks. Demonstrate a basic knowledge of all facets of the new retail customer onboarding process and execute appropriate tasks as needed. Proactively escalate when necessary. Ensure the integrity and accuracy of data submissions and maintain data pipelines that support ongoing reporting needs.

Collaborate with Director of Customer Care and Retail Sales Team to support project execution by delivering timely, accurate, and visually compelling data solutions. Knowledge, Skills, Competencies, and Abilities: Strong interpersonal and communication skills and the ability to work effectively within teams. Understanding of core customer service standards in both BTB and B2C distribution environment Compile, analyze, interpret, and present customer service level reports, statements, and/or projections.

Prioritize work and ensure all needed tasks are completed within designated timeframes. Investigates and resolves customers’ concerns of a complex or long-term nature. Conducts training of customer service representatives and customer service order entry including new hire training, specific individual training needs, and on-going communication regarding products, procedures, policies, and customer service guidelines.

Acts as a liaison between the company and distribution center(s) to fulfill customer orders including daily pick ticket drop(s), communicating on same day shipment requirements, customer order status, and specific customer inquiries. Answers incoming customer calls and emails providing timely and accurate information regarding order status/changes/returns, company products, and programs. Reviews and resolves issues regarding orders on hold.

Partners with sales team and management to resolve discrepancies regarding payment terms, pricing, freight charges, order status, inventory, and special-order handling. Research key customer shipping requirements to prevent chargebacks and ensure excellent customer service levels. Provides back up support to order entry and checking customer service inbox. Prepares monthly departmental reports and trends information for mo