Description
Team leader Customer Service
About Us
Hydraulic Supply Company has over 62 years (1947) experience as a full service Fluid Power specialty distributor of hydraulic & pneumatic components and systems, hose, fittings and connectors, electronic systems, and accessories. Our primary focus is Florida, Georgia, Tennessee, the Caribbean and Central America.
Position Summary
Provide a variety of customer services including both internal and external order fulfillment of fluid power components and parts to establishments or individuals. Coordinate relevant information and expedite the order process. Coordinate the activities of customer representatives within the team and other teams or administrative support.
Job Duties and Responsibilities
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60% Customer Service- Receive and process telephone, fax, and mail orders and quotes from customers, retail, and outside sales representatives for fluid power parts and components or systems. Process, adjust, expedite, and maintain orders including standing orders and lists of current customers. Provide price and delivery quotations on all inventory. Provide information to customers and outside sales representatives on prices, ship dates, and current status of orders.
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30% People Management-. Hire, train, assess, and evaluate staff performance. Coach and direct the activities of the work group. Interact with other department heads and sales force to assure quality service levels. Conduct team meetings, alerts Customer Service manager of any performance issues, attend process meetings, recommends process improvement measures/ideas.
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10% Administrative- Collect and provide work and personnel performance measures. Review open order reports, abandoned calls, voice mail messages, and adjust workflow to meet customer needs.
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Perform other related duties as required
Requirements
Team leader Customer Service
Requirements/Knowledge, Skills, and Abilities of Team Leader Customer Service
3-5 years prior experience in managing customer service/inside sales representatives or BS/BA in Business or related field
Knowledge of
- Sentai
- Fluid power systems, applications, and designs
- Word, Outlook, Excel, and Internet
- HSC products
Skilled in
- Providing customer service by phone and in person with friendly/cooperative attitude
- Attention to detail
- Leading, motivating, and coaching a diverse group
- Effectively communicating with customers and subordinates
- Fostering employee development
- Problem solving and making independent decisions
- Organizing and prioritizing workload
Abilities
- Meet deadlines and manage time effectively
- Solution driven
- Collaborate with a diverse group of people
- Reflect company values to customers
- Listen effectively/hear customers’ needs
- Train and supervise subordinates
- Respect differences in others
- Accurate, dependable, self motivated
- Meet deadlines and manage time effectively
**Eaton CCR certification to level 200 required within one year of hire date. Successful completion of Fundamental Hydraulics and Systematic Contamination Control/exam within the last five years. (CFPS can take the place of these requirements)
Key Challenges (most difficult or challenging aspects of role)
Product knowledge and resolving customer inquiries
Internal Contacts
- Purchasing, Distribution, Outside Sales, Retail, Repair
- External Contacts
- Customers, Vendors
Working Conditions
Office setting working at desk or workstation with computer terminal. Moderate to heavy phone/fax usage. Some walking.
Customer service, team leader, team leader customer service, CSR, C.S.R., customer service, customer service rep, customer service representative, customer support, customer care
