Customer Support Team Lead
Current• Provides guidance and leadership to team members on day to day operation.• Owns the account strategy within assigned accounts and communicates to extended teams on an account by account basis.• Establishes strong relationships at all organizational levels within the customer base and understands customers’ processes, business drivers and organizational models.• Work with Sales, Transportation and customers to reduce replenishment lead time.• Work with sales and customers to improve forecasting accuracy.• Manage safety stocks effectively, accounting for transportation lead time and demand variability.• Check pricing, inventory stock, and discounts, customer information and location, shipping instructions, etc.• Coordinate negotiate pricing agreements of special items with job quotes• Maintain all required records regarding price, discounts, product information, etc.• Ensures on-time orders entry to customer requirements.• Assists team members with trouble shooting and timely resolution to emails, problems related to order entry, logistic, and product errors.• Actively supports and participates in Lean/Continuous Improvement activities to improve lead times and workflow in the Customer Service team.• Coordinates with Purchasing, Production and Logistics to assure items available in stock and ship out in accordance with customer requirements.• Run order entry exception report and address any order entry issue.• Work with AR on customer statement to make sure they bring their balance to current.• Responsible for account modifications/updates.• Manage distributor maintenance, account changes and overlook yearly anti-corruption diligence.• Contacts outside sales force and/or customers to resolve questions, inconsistencies, or missing data on orders.
