Team Management

• Lead, coach, and mentor a team of customer service representatives.
• Provide guidance and support to team members to ensure excellent service delivery.
• Set performance goals and objectives, conduct regular performance evaluations, and provide constructive feedback.
• Schedule and coordinate shifts and work assignments to ensure optimal coverage.
• Ensures prompt collection of Sales proceeds from handled cash and credit customers

Customer Support

• Handle escalated customer inquiries or complaints, demonstrating professionalism and problem-solving skills.
• Resolve complex issues by collaborating with team members, other departments, and senior management.
• Ensure prompt and accurate responses to customer inquiries.
• Monitor customer interactions for quality assurance and provide additional training as needed.
• Works closely with logistics, Warehouse and Sales to ensure optimum service efficiency to trade customers

Process Improvement:

• Identify opportunities to enhance customer service processes and procedures.
• Collaborate with other departments to streamline workflows and improve customer satisfaction.
• Analyze customer service metrics, generate reports, and propose strategies for improvement