Customer Service Lead

CUSTOMER SERVICE IS NOT A DEPARTMENT ITS AN ATTITUDE.

THE OPPORTUNITY:

Were looking for a leader to embrace this philosophy & contribute to our value of WOWing our Customers. If you work well under pressure can handle any conflict and bring about a positive result (hello service with a smile) while keeping an even keel this position might fit you to a tee. The Rep Coordinator Lead will be an active Rep Coordinator as well as leading a team of Rep Coordinators. This position will work collaboratively with other leads/trainers to communicate and maintain standards within each division. This position can be onsite at our HQ in Detroit Lakes MN or remote. Schedule: Monday-Friday 8a-5p 45 hours per week

A Typical Day (job functions) Lead by Example Assign Work Collaborate Communicate

• • Manage daily support for your assigned sales rep base and maintain standards of service
  • Work closely with manager and trainer to field questions and concerns
  • Work with production team to ensure customer requests are met
  • Reassign work and adjust team focus as necessary to ensure deadlines and daily needs are met
  • Communicate urgent division needs or flag upcoming orders with special needs
  • Work closely with other leads throughout the necessary departments at Lakeshirts to uphold standards and communicate changes to team in a timely manner

• Ensure service level agreements are being met by team and contributing departments
• Communicate with reps customers and fellow employees on the phone in person and via email in a manner that is professional and MN nice; working with RCs on the team to ensure the same
• Conducts weekly check-ins with team and reports performance to Customer Service Manager
• Communicate inconsistencies in standards to the Customer Service Manager
• Collaborate with Customer Service Manager to overcome any team member concerns and performance issues
• Conduct quarterly performance and yearly increase reviews with employees in conjunction with manager

• Review processes periodically to increase efficiency
• Manage payroll and attendance for team

• Skills (qualifications) Servant Leadership Multi-task Problem Solve NIMBLE TEAMwork

• At least 2 years of leadership experience managing a minimum of 5 employees
• 5 years of Customer Service experience preferred
• Must have the skills curiosity and desire to run & scour Excel reports through the use of filters pivot tables formulas etc. to identify potential bottlenecks or issues that need to be addressed on a daily basis
• Ability to multi-task problem solve pay attention to detail
• Independent decision-making skills with reason and good judgment
• Ability to work well in a team
• Must be reliable responsible flexible and take direction well
• Must be able to handle multiple interruptions and follow through
• Excellent communication skills both written and oral Must love dogs (we kinda like them at our MN headquarters and we hope you do too)
• Proficiency using technology such as PowerPoint Excel and Word to be organized and efficient
• Welcoming of change nimble and open minded
• Personable friendly energetic humble optimistic and have a good sense of humor
• Excellent verbal and written communication skills
• Must have an ability to recognize our culture contribute to it and be a part of it. Big egos game players me firsts entitled and other such traits need not apply. We kind of mean it J

Remote Qualifications I Minimum Requirements:

To effectively fulfill your responsibilities we expect remote team members to have a reliable internet connection that meets the following minimum requirements:

• Download Speed: A minimum download speed of 100 megabits per second (Mbps) is necessary to ensure swift access to online resources efficient communication and seamless collaboration with your colleagues. We recommend 200 Mbps download.
• Upload Speed: Your internet connection should have a minimum upload speed of 20 megabits per second (Mbps). This speed allows for smooth sharing of files participating in virtual meetings and contribution to our collaborative work environment. We recommend 50 Mbps Upload.

It is important to note that these above requirements are based on the assumption that your internet connection is dedicated primarily to work-related tasks during business hours. We understand that many households have multiple users and may engage in activities such as streaming services like Hulu Netflix YouTube etc. However your work-related activities must receive the necessary bandwidth and remain uninterrupted.

All remote employees are also responsible for the following:

• Must have both Cable and DSL for Internet Types
• Must supply their own equipment (including but not limited to monitors cameras and computer accessories)
• We recommend employees have two monitors for work tasks
• Please note that Chromebooks are not compatible with our systems.

WHY LAKESHIRTS IS THE PLACE YOU WANT TO BE. At Lakeshirts we believe in making work as awesome as the apparel we create. Were not just a t-shirt company- were also a hat sticker and sock company (and so much more!). Were a place where creativity meets culture where ideas and innovation are encouraged and where the atmosphere is truly one-of-a-kind. As one of the largest screenprinting manufacturers in the U.S. we decorate a variety of garments and accessories for the resort licensed collegiate and K-12 markets supported by over 1000 ah-mazing team members from sea to shining sea.

OUR CULTURE TRULY SETS US APART. Life at Lakeshirts is all about embracing our core values having fun and working with great people who make every day an opportunity to thrive. Were looking for those who want to roll up their sleeves and make an impact while enjoying a culture that values creativity teamwork continuous improvement and empowering each team member to define and elevate their success. We also foster a strong sense of community and are dedicated to wowing our customers on the daily.

LIFES BETTER IN A T-SHIRT & SO IS WORK! Heres what you can expect when you join the Lakeshirts team:

• Compensation Work Hard. Get Rewarded: Guided by our value of meritocracy we offer a compensation package that reflects your unique skills talents and contributions. You are not just a number-your success ideas and efforts directly shape your growth and earning potential empowering you to take your career to the next level. And there is an option to be paid daily!
• Insurance Benefits Weve Got You Covered: From health and life insurance to voluntary benefits like dental vision short-term/long-term disability and critical illness & accident coverage weve got you covered; benefits kick in the first of the month following 60 days of full-time employment
• Paid Time Off Life Outside of Work: Enjoy up to 22 paid days off during the first year because we know life happens outside of work & we want you to be able to enjoy
• Profit Sharing If Were Profitable. Youre Profitable: When we win you win
• Retirement Planning Free Money Yes Please!: Our 401(k) program helps you plan for the future
• Onsite Perks Get in my Belly: At our HQ in Detroit Lakes enjoy hot breakfast lunch and snacks from our subsidized cafeteria
• Dogs @ Work Yes. Its A Thing. And Its Pawsome: Bring your furry friend to work because we believe dogs just make everything better
• Relaxed Dress Code Wear What Makes You Feel Your Best: Whether its jeans tees and flip flops- we believe comfort fuels creativity and we offer an employee merchandise discount to keep you & your family well-stocked
• Flexible Work Schedules Full Time Part Time & Everything In Between: Because we understand the importance of work-life balance
• Unique Culture That Is Priceless: We make work fun; we believe in teamwork giving back to our communities and doing what we love with great people and always rocking a t-shirt a hat and some cool socks

Physical Demands:

CONTINUOUSLY: Sit stand walk

FREQUENTLY: Lift under 10 lbs. lift 10-24 lbs. Carry under 10 lbs. Carry under 24 Lbs.

OCCASIONALLY: Lifts Carries Pushes Pulls Climbs Balances Bends Twists Crawls Reaches Lift 25-50 lbs Lift over 50 lbs Carry 25-50 lbs Carry over 50 Lbs. Reach above at or below shoulder height