The CSR Lead assists the Customer Service Manager with the daily activities and coordination of the department. This position is a working Team Lead position which is still responsible for the daily Customer Service Representative requirements. The role is responsible for supplying team support within the Customer Service Department to foster accuracy and excellence in providing the highest level and quality of service to Kinedynes external and internal customers. RESPONSIBILITIES:

• Process customer orders in steps to include entering information into the computer system; confirming prices, shipping, and delivery dates; printing, and confirming and filing orders.
• Review customer inquiries and uses job knowledge to address situations to best meet the needs of the customer and the Company.
• Assist with departmental processes to coordinate tasks and to verify tasks are completed.
• Communicate issues within department to the Customer Service Manager.
• Assist the Customer Service Manager with daily reporting functions.
• Attend meetings as needed. Act as a proxy for the Customer Service Manager in meetings as required.
• Assist with training new and current employees with processes, policies, and procedures.
• Work with interdepartmental personnel to ensure customers can be adequately serviced.
• Drive continuous improvement for the department.
• Work in a safe manner and immediately report safety concerns to the manager.
• Attends all Company safety training.
• Report any work-related injuries or illness to the manager immediately and prior to the end of the scheduled shift

WORKING CONDITIONS/EXPOSURES:

• Environmental working conditions are climate-controlled, comfortable, and well lit.
• Employees are expected to maintain their work area in a neat, clean, orderly, and safe manner

COMPETENCIES: Core Competencies:

• Customer Focus - Understanding who your customer is and their needs.
• Dealing with Ambiguity - Comfortable dealing with change and situations in which a clear answer has yet to be discovered.
• Drive for Results - Identifying key goals and using all available people and resources to get there.
• Priority Setting - Knowing what comes first.
• Excellent communication, interpersonal, and analytical skills to collaborate effectively with cross-functional teams.
• Excellent communication (oral and written) and public presentation skills.
• Strong social skills including interpersonal, telephone, and email skills to successfully collaborate and communicate with a variety of personalities.
• Ability to maintain a professional, organized, and positive demeanor, even when dealing with difficult situations.
• Ability to think and operate on the fly, to assess situations, to weigh options, and to make sound business decisions.
• Ability to maintain accountability and prioritize tasks.
• Ability to work with minimal supervision as required.

PHYSICAL DEMANDS:

• Frequent computer use (sitting for extended periods, typing, viewing screen, use of mouse).

KNOWLEDGE and SKILLS:

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