Customer Service Lead

Dairy Farmers of America

New Britain, CT

Garelick is seeking a Customer Sales Lead to join our team!

  • Function as an escalation point for questions or issues from the customer service team in support of the customer service supervisor or manager
  • Interact with customers over the telephone or through written communications; interview customers to obtain information and give information about available services or in response to inquiries about order status, logistics issues, accounts, products, and services
  • Take ownership and monitor orders through the system from order to release to shipment to any follow-up actions. Navigate multiple systems during the order management process
  • Facilitate conversations between sales/brokers, transportation, production schedulers/plant employees, customers, and other affected individuals to review, coordinate, and/or resolve change requests, time frame issues, or logistics issues such as shortages, transportation, and product availability
  • Anticipate and identify problems and achieve resolution independently by determining the best method to resolve problems to ensure customer satisfaction and adherence to the organization's policies; collaborate with and guide peers to determine best solutions to support overall customer service needs
  • Analyze customer/business data as requested, while looking for trends and opportunities to continuously improve results. Present analysis findings and recommendations to supervisor, sales, and/or other stakeholders
  • Research and identify root cause analysis around complicated or challenging customer issues
  • Build positive and effective relationships with internal/external contacts (plants, sales, credit, customers); learn about their processes, requirements, etc., in order to provide exceptional account support
  • Coordinate customers' service needs with other departments as required to ensure customer service
  • Update and maintain customer documents or files using internal recordkeeping systems
  • Identify and solicit new or additional services or products
  • Support sales as needed, including generating customer reports and analyzing and summarizing customer data
  • Work on special projects or department initiatives
  • May provide back up to others while they are out to ensure a seamless experience for the customers
  • The requirements herein are intended to describe the general nature and level of work performed by employee, but is not a complete list of responsibilities, duties, and skills required. Other duties may be assigned as required