Lead Customer Service Representative – Keith M. Merrick, Co

Posted on May 26, 2022

Company Overview

The Keith M. Merrick Company is a family owned and operated international supplier of printed products.  Since our beginning in 1933 the company has grown exponentially and now serves over 7,000 customers who purchase printed memorial products and a wide variety of commercial items.  

The Lead Customer Service Representative will oversee the customer service area to ensure exceptional customer service and the highest quality customer experience. He/She will ensure the office is organized and professional. This position requires a strong ability to organize many processes simultaneously with a clear attention to detail. He/She will ensure our customer service complies with company guidelines particularly related to quality of service.

The ideal candidate will possess leadership capabilities and work proactively to drive results. This person should be a self-starter, flexible, have a high level of integrity and be goal-oriented and strive to excel in a team-focused, collaborative environment.

We have a commitment to our customers to provide excellent service and high quality products. We put our customer first in everything that we do, and we govern ourselves with the values of teamwork, respect, integrity, and accountability.  We would love to have you join our team!

Desired Qualifications: Skills and Qualifications: Effective written and verbal communication skills. Excellent organizational and time management skills. Strong interpersonal skills. Able to motivate team members and address performance issues applying discipline as needed. Experience in effectively providing and receiving constructive feedback. Strong computer skills. Ability to excel in a team environment and interact with other functional areas. Ability to be flexible, adapt and support changes to systems and processes. Ability to work under pressure generated by customer inquiries, complaints, and day-to-day operational demands in a fast-paced call center environment.

Application Instructions: To apply, please send your resume and cover letter to jnoble@cainellsworth.com or mail to: The Keith Merrick Company, Attention:  Jeanette, 1009 3rd Avenue, Sibley, Iowa 51249

Job Posting URL: https://kmmerrick.com

Name: Keith M. Merrick, Co. Inc.

Email: jeanette@keithmerrick.com

Phone: 712-754-2503

Address: 1009 3rd Ave, Sibley Iowa 51249

Duties: Specific Responsibilities: Support the customer service department vision, mission, service standards, and team commitments. Assist team with answering inbound calls, responding to customer emails, processing orders, and other daily tasks to ensure daily goals & objectives are met. Provide outstanding customer service over the phone and through email. Provide leadership, guidance, and training to new and existing Customer Service Representatives. Assign tasks to team based on priorities, volume of work, and staff abilities. Coach and counsel assigned team on performance improvement, i.e. attendance issues, customer service opportunities, and individual development. Assist with the implementation and coordination of special projects within the customer service department. Support management in the daily administration of individuals that handle customer inquiries and issues for efficient performance and overall effectiveness of customer service team Provide feedback and present ideas for improving or implementing processes and tools with customer service area impact Perform or guide others on complex escalated customer issues or concerns that require planning, evaluation, and interpretation Prioritize work and provide day to day work leadership and mentorship to Customer Service Representatives Lead or contribute to improve processes, policies, team performance, and customer satisfaction that require coordination among customer service teams Provide guidance and subject matter expertise to Customer Service Representatives on managing the day to day administration Handle customer interactions and communicate with other departments as needed

Experience: 3+ years of work experience in a customer service, management or a supervisory role.

Education: Requires Bachelor’s degree or equivalent experience.