Job Description

JOB TITLE: Customer Relations Specialist Lead

DEPARTMENT: Customer Service

REPORTS TO: Customer Service Manager

SUMMARY

The customer relations lead supports Haliburton’s customer service activities by directing and overseeing team members, resolving customer questions or complaints, and developing programs and procedures to enhance productivity and performance.

ESSENTIAL DUTIES & JOB RESPONSIBILITIES

• Coordinate customer service team throughout the shift and answer team members questions and provide advice
• Review and resolve customer’s questions and complaints when service team members are unable to resolve
• Provide direct customer support who needs assistance by providing quick resolutions to issues and questions
• Coordinate and follow up with other departments to ensure problem resolution, and work together with other Customer Service team members to promote an environment of customer satisfaction
• Train and develop newly hired Customer service representatives
• Monitor daily workloads, adjust and ensure adequate coverage
• Identify system and workflow improvement to enhance teams efficiency

· Oversees incoming purchase orders, sales orders, and oversees follow-through on order fulfillment process with an awareness of special customer requirements

MINIMUM QUALIFICATION REQUIREMENTS

EDUCATION & EXPERIENCE

• High School Diploma or equivalent required
• Excellent customer service and office administrative skills
• Excellent computer skills, including proficiency in Word, Excel, Power Point and Outlook
• Be able to work independently and multitask when needed
• Excellent communication skills including: interpersonal, verbal, and written
• Having a proactive and positive attitude.
• Demonstrates high level customer service skills
• Demonstrate full knowledge of Good Manufacturing Practices policies and procedures

OTHER INFORMATION & REQUIREMENTS

FLSA STATUS: Non-Exempt

TRAVEL REQUIREMENTS: None

DRIVING REQUIREMENTS: None

PHYSICAL DEMANDS/WORK ENVIRONMENT

Ability to work in a fast-paced manufacturing environment. Ability to sit for extended periods of time at a computer workstation; using hands and motor skills on a frequent basis for functions such as keyboard data entry input; clear vision to read and interpret documents, reports, and information on a computer screen, etc

PRE-EMPLOYMENT

Applicants must successfully pass a pre-employment background check and drug screen as a condition of any offer of employment to ensure compliance with Drug Free Workplace policies.

Haliburton proudly supports diversity in the workplace and is an Equal Opportunity Employer and considers qualified applicants for employment without regard to sex, race, color, religion, ethnic or national origin, gender, sexual orientation, gender identity or expression, age, pregnancy, leave status, disability, veteran status, genetic information and/or any other characteristic or status protected by national, federal, state or local law.

Job Type: Full-time