Customer Excellence Lead - Hybrid - Pay Starting at $28.01/hr
1st Shift: Monday - Friday 8am-5pm (3-4 days in office)
What you will do-
Drive quality improvements with same-day feedback and follow-up
Leads onboarding and training initiatives
Champion order entry and inbound rejection processes for all order types in Depot Support/Customer Excellence including Domestic and IOM.
Guides day-to-day function of team to ensure efficiency and drive best in class customer service.
Oversee individual integration (open cases volumes) to ensure the team is meeting minimum expectations with same day complete and same day shipments.
First line of defense when order entry process flow is interrupted
First-level resource for customer/rep escalations.
Acts as liaison representing Customer Excellence team in projects and collaboration meetings.
Monitor call/email volume daily; help team prioritize schedules and coordinate workloads.
Partner with key players within the division, sales teams, and cross-functional teams to drive productivity and customer satisfaction.
What you need-
Required -
5+ years of related work experience with at least 3 years in a leadership role in a production, repair, warehouse, or call center environment.
HS Diploma or G.E.D
Preferred -
Associate’s or Bachelor’s degree in a relevant field preferred.
Experience leading projects and improving processes is preferred, along with familiarity in regulatory compliance environments
Expert-level knowledge of SAP, Salesforce, and case creation.
Proficient Microsoft Office skills.
Pay rate will not be below any applicable local minimum wage rates.
$28.01 - $38.75 USD Hourly
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