Job Description
Customer Service Team Lead
Location: Middlesex, NJ
Industry: Consumer Products
About Us:
My client is a fast-growing consumer products company passionate about delivering exceptional experiences to our customers. As we expand, we’re looking for a dedicated Customer Service Team Lead who thrives in a dynamic environment and enjoys mentoring a team to success.
Why You’ll Love Working Here:
- Be part of a supportive, collaborative team where your leadership makes a real impact.
- Work with multiple sales channels and modern systems, gaining valuable cross-functional experience.
- Grow your career as the company expands—your development matters to us.
- Enjoy a company culture that values initiative, problem-solving, and employee contributions.
What You’ll Do:
- Lead, supervise, and motivate the customer service team to achieve daily goals.
- Streamline workflow by merging tickets and removing SPAM to keep inquiries accurate.
- Approve expedited shipping for replacements and warranty requests.
- Assist team members with inquiries and help resolve complex issues.
- Process order cancellations, warranty replacements, and RMAs efficiently.
- Review and release hold orders while maintaining accuracy.
- Create and process CRMS for Accounting across Wholesale, Dropship, and Marketplace accounts.
- Handle customer inquiries across Zendesk, Mirakl, Michaels, Wayfair, Wish, Reverb, and more.
- Correct order errors and RMAs, ensuring smooth customer experiences.
- Monitor call queues, track inbound calls, and keep the team informed.
- Approve partial refunds as necessary to maintain customer satisfaction.
What They are Looking For:
- Proven supervisory and leadership experience in a goods or services environment.
- At least 3 years of hands-on customer service experience.
- Excellent verbal and written communication skills.
- Comfortable using technology, software applications, and phone systems to manage workflow.
- Passionate about helping others succeed and improving processes.
Systems You’ll Use:
- Order Management System
- Zendesk CRM
- Amazon Seller Central
- SellerCloud
- Various carrier portals for labels and tracking
- Customer portals like eBay, Overstock, Walmart, Marketplace Vendors, Shopify
Join Their Team:
If you’re a natural leader who enjoys guiding a team, solving problems, and ensuring outstanding customer experiences, this is the perfect opportunity for you. Grow with us as we continue to expand and innovate in the consumer products industry!
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