Lead Customer Service Agent II

The primary objective of theLead Customer Service Agent II is to maintain a high level of customer satisfaction through proactive communication and problem resolution. This advanced position will be trained on multiple functions as needed for coverage workload balancing purposes and issue resolution. Provide great customer experience and First Call Resolution support for Ecolab customers and field associates. Works in tangent with and independently of the supervisor/manager and requires; decision making; attention to details effective communication; problem-solving and analytical skills related to the above scope of responsibilities.

Whats in it For You:

• The opportunity to take on some of the worlds most meaningful challenges helping customers achieve clean water safe food abundant energy and healthy environments.
• The ability to make an impact and shape your career with a company that is passionate about growth.
• The support of an organization that believes it is vital to include and engage diverse people perspectives and ideas to achieve our best.

What You Will Do:

• Serve as the first point of contact for complex customer service situations.
• Complete assigned tasks daily according to the plan given by supervisor and assigned tasks can include:
  • Customer support- Respond to approximately 80100 email inquiries daily from internal and external customers. Investigate and resolve inquiries with clear professional communication.
  • Order Entry- Accurately place 4070 orders per day from various customers across multiple platforms.
  • Escalated Issues- Investigate and resolve 2030 miscellaneous complex customer issues.
  • Key Account Management- Serve as the primary contact for key accounts. Own the relationship and ensure timely resolution of inquiries and concerns across all areas of the account (orders invoicing logistics and so on).
• Utilize strong communication skills to keep team and management informed of issues updates questions and/or concerns.
• Collaborate with cross-functional teams
• Manage time and tasks to meet service level goals.
• Miscellaneous projects may be assigned as needed.
• Prioritize learning and actively pursue cross-training opportunities within the department to further growth and development.
• Provide input and suggestions for ways to improve current processes and procedures.

Position Details:

• Remote and/or Hybrid work environment
• Will require working one weekend day
• Position hours 8:30 am-5:00 pm (cst)

Minimum Qualifications:

• High school diploma or equivalent
• 2 years prior customer service experience (Ecolab experience preferred).
• Successful completion of 6 months Lead Customer Service Agent functions and/or relevant customer service order management and/or leadership
• Proficient in CRM/ECC/SAP (Order Management)
• No immigration sponsorship available

Preferred Qualifications

• Excellent attendance & punctuality record
• Independent decision-making and problem-solving experience.
• Strong verbal and written communication skills.
• Prior experience with Web based Portals and Electronic Ordering Systems (EDI)
• Experience using DFO/NICE in Contact or other CRM systems
• Bachelors degree
• Proficiency in Microsoft Office (Outlook Word Excel) and computer skills
• Demonstrate enthusiasm professionalism and courteousness.
• Ability to work independently in a fast-paced environment.
• Knowledge of Ecolabs policies and procedures
• Attention to detail excellent organizational and time management skills.
• Ability to receive positive feedback and coaching to improve performance.