Are you cool under pressure, particularly in a busy environment?
Can you solve any problem that comes your way with a cheerful demeanor?
Do you thrive in a fast-paced environment?
If you answered yes to all of these questions, you are a great candidate for the Customer Service Lead position at La Reina. This position provides direct support to key accounts, including responding to their daily requests and assisting all departments with their daily processes.
Here's what your day will look like
Be ready to work the minute you arrive. As the Customer Service Lead, you'll be communicating with our customers on the phone, and through email or fax. Any time a customer has a question, complaint, or comment, you will ensure they are treated with respect and friendliness while answering their question in a timely manner. Another segment of your day will be devoted to improving the quality of customer support by studying, evaluating, and re-designing processes and will isolate and identify areas of improvement, and communicating your findings to the Director of Customer Support, VP of Sales, and the Plant Manager. Attention to detail is an essential function of your position, as we will look to you to responsibly attend to orders, production, inventory, and fulfillment. Flexibility is key to this position, as you will have to switch between a myriad of responsibilities and effectively execute each task as it comes your way. The Customer Service Lead is an essential part of our customer service team -- the work cannot be done without you!
Who are you?
You are so organized that your lists have lists.
A fast-paced environment is an exciting challenge for you.
Your customer service and communication skills are superior.
You have the ability to work independently and make decisions that benefit our customers.
ESSENTIAL DUTIES & RESPONSIBILITIES: May include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer. May include, but are not limited to the following:
Respond to all non-emergency & emergency situations for key accounts.
Manage customer inquiries via phone, fax and email.
Process all Customer Orders
Responsible for improving the quality of customer support by studying, evaluating, and re-designing processes, isolate and identify areas of improvement.
Inventory Hold tracking
Reconcile Inventory vs. FIFO tracking
Establish and communicate metrics to the Director of Customer Support, VP of Sales & Plant Manager.
Monitor & analyze results and implement changes across the departments.
Meet with customers to respond to and resolve customer complaints and conflicts; use patience and courtesy in dealing directly through email, phone and in some cases in person.
Prepare monthly, quarterly and annual reports in regard to sales and service levels.
Perform the work of customer service for all billing issues & discrepancies.
Ability to multi task and work in adverse conditions, must be able to communicate well with other departments and managers in a professional manner.
Needs experience with CRM software and Account management systems (Sage, etc.)
Excellent written and verbal/interpersonal communications skills.
Communicating effectively, both verbally and in writing.
Education, Training and Experience Guidelines:
High school diploma OR GED equivalent; AND five years of customer service/billing experience, Including two years of experience in a lead or supervisory capacity; OR an equivalent combination of education, training, and experience.
Experience with MAS200/Sage 2015|2016 Experience with RF Scanners | WMS Systems
Bi-lingual Spanish/English preferred
A minimum of Intermediate level experience in Excel and programs included in Microsoft Office
Reliable transportation to and from work
Must be available to work a flexible schedule, including weekends and holidays, without advanced notice
Position Title: Customer Service Lead
Company: La Reina
Location: Los Angeles, CA
Reports To: Director of Customer Support
Employment Type: Full-Time Exempt
Education Required: High school diploma or GED equivalent
Experience Required: 5+ Years in customer service/billing, including 2+ years in a lead or supervisory role
A growing Tortilla Manufacturer in the Los Angeles area for over 50 years. A family owned and operated business with plans for new expansion to the east coast currently in process.