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Customer Service Lead

Company: Atlas Copco Power Technique
Location: Rock Hill
Posted on: January 15, 2019

Job Description:

Description/Job Summary


To provide Customer Service to end users, dealers and distributors, ensuring that the company business goals of growth, market share, profitability and customer satisfaction are met.

Roles and Responsibilities

Provide daily oversight and leadership of customer service representatives to ensure they are answering inquiries, checking stock, taking and entering customer orders, solving problems concerning inventory, pricing, deliveries, backorder notification, shipping
and receiving goods in a timely and accurate manner.

Principle responsibilities include but are not limited to:

Supervision of Customer Service Representatives.

Call Center administration and support management.

Assist in investigating problems relating to Part sales, Inventory, Pricing, Deliveries, Returns,
Credits and Technical issues.

Assist staff with daily calls during vacation periods or as needed.

Maintain parts book database through timely uploads.

Assist members of the senior management team with liaison activities between customers and sales representatives, and assisting Sales and management with routine and special requests and projects.

Participate in Employee Development programs including product and application training
business and personal development.

Maintain discount structure and pricing matrix.

Administer annual performance reviews.


Supervisory Responsibility

This position supervises 4-6 Customer Service Representatives.


Three years of practical related experience in Customer Service.
Three years experience in the construction equipment industry.
Minimum One year of supervisory experience.


4-year university degree or equivalent combination of education and experience


Excellent verbal and written communication skills
Proficient in MS Office

Communication Responsibilities and Abilities:
Communicate Administrative activities and work together to grow our business.
Prepare necessary information at the request of the Business Operations Manager, Vice President Chicago Pneumatic, and other Management team members.
Able to write reports and business correspondence.
Able to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Math Abilities:
Able to add, subtract, multiply and divide all units of measure, using whole numbers, common
fractions and decimals.
Able to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Abilities:
Able to apply common sense understanding to carry out instructions provided in written, oral, or
diagram or schedule form.
Able to solve problems and deal with a variety of concrete variables situations where only limited standardization exists.
Able to define problems, collect data, establish facts, and draw valid conclusions.
Able to navigate and comprehend a complex supply chain and leverage accordingly.
Able to work effectively and efficiently in a fast paced, high demand environment.

Computer Skills:
To perform this job successfully, an individual should have knowledge of email software; word processing software; spreadsheet software and Contact Management systems.

Training & Skill Development:
Maintain a high level of parts knowledge with the capacity to develop a solid understanding of
our business culture.
Participate in company planned training whenever possible.
Seek out training for areas of perceived weakness.
Maintain an open mind when working with co-workers or supervisors to learn new approaches.
Work to understand, teach and utilize information and communication systems and tools, i.e.
e-mail, BPCS, Microsoft Office software, etc.

Keywords: Atlas Copco Power Technique, Rock Hill , Customer Service Lead, Hospitality & Tourism , Rock Hill, South Carolina

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