Customer Service Lead

Bostwick Braun - Evansville, IN

Full-time - Mid Level

Evansville, IN

Building Material and Garden Equipment and Supplies Dealers

About the position

The Customer Service Lead at Bostwick Braun Company Inc. is responsible for overseeing customer service and sales operations for assigned accounts while providing leadership to the team. This role emphasizes fostering a collaborative and supportive team environment, ensuring customer satisfaction, team development, and operational efficiency. The CSR Team Lead combines expert-level customer service skills with team leadership responsibilities, mentoring team members and creating KPIs to monitor and enhance performance.

Responsibilities

• Handle all calls from assigned customers and Industrial Sales Representatives in a professional manner.
• Identify customer needs and sales opportunities, engaging in consultative selling to promote products and services.
• Process credit memos for over-shipments, shortages, returned goods, approved price adjustments, vendor credits, and defective or damaged goods.
• Research and resolve back-ordered merchandise inquiries, expedite shipments, and process cancellations as needed.
• Notify customers of delays, changes in delivery schedules, and abnormal shipment sizes.
• Provide accurate and timely responses to inquiries from customers and Industrial Sales Representatives regarding product availability, pricing, and delivery.
• Maintain comprehensive knowledge of products and services to provide accurate information to customers.
• Effectively upsell products and services to maximize revenue generation.
• Foster a teamwork-oriented environment that encourages collaboration and open communication.
• Mentor and coach team members to enhance their skills and support their professional development.
• Serve as the primary resource for team members, addressing escalated customer issues and providing guidance.
• Lead by example, setting a high standard of professionalism and customer focus.
• Monitor team workflows and assist during peak workloads or team absences.
• Collaborate with the Customer Service Manager to evaluate employee performance and provide feedback.
• Promote a culture of continuous learning by providing training and resources to team members.
• Coordinate with warehouse, accounting, and management to address inquiries and resolve issues.
• Process requests for documentation such as invoices and credit memos.
• Ensure timely and accurate communication with customers regarding product availability and delivery status.
• Stay informed about competing products and services to identify opportunities for positioning the organization's offerings effectively.
• Create and measure KPIs to monitor and optimize team performance, ensuring alignment with company goals.
• Analyze customer feedback to identify opportunities for improving customer satisfaction and sales strategies.
• Assist in developing processes to streamline workflows and enhance team productivity.

Requirements

• High school diploma or GED.
• Minimum of 2-4 years of experience in customer service or inside sales, with at least 1 year in a leadership role.
• Proven success in customer service/customer facing environments.
• Knowledge of fasteners, MRO, safety equipment, and tooling strongly preferred.
• Proficiency in CRM software, customer service tools, and Microsoft Office Suite.
• Exceptional communication skills, both written and verbal, with a focus on active listening.
• Strong leadership abilities, including mentoring, goal-setting, and conflict resolution.
• Proven consultative selling and upselling skills.
• Excellent organizational skills with the ability to multitask and prioritize effectively.
• Experience in developing, monitoring, and analyzing KPIs to drive performance improvements.

Benefits

• Health insurance
• Dental insurance
• Paid time off
• Vision insurance
• 401(k) matching
• Employee stock ownership plan
• Referral program