Client Support Lead providing operational support and mentoring for teams at Zinnia. Liaising with multiple departments to resolve client and production issues.
About the role
- Client Services Supervisor managing team dynamics while enhancing customer interactions at an independent beauty distributor based in Northbrook, Illinois.
Responsibilities
- Strong team leadership and engagement, coaching, mentoring and enhancing team dynamics
- Daily communication with colleagues, customers and outside sales team via phone, email, and chat.
- Performance management with strong client focus
- Strong attention to detail. Process orders in a fast-paced environment.
- Help customers navigate our website and place orders online.
- Help in training and knowledge sharing of existing and new Client Services Associates
- Provide knowledgeable answers to questions about product, pricing, and availability.
- Work with customers to resolve product returns, shipping inquiries and order status questions.
- Work with internal departments to meet customers’ needs.
- Handle incoming client inquiries regarding products, orders, and shipping
- Provide after-sales support and resolve issues quickly and professionally
- Maintain knowledge of product lines, promotions, and policies
- Coordinate with all departments including stores, warehouse and logistics teams to resolve delivery issues
- Assist in onboarding new B2B clients or wholesale accounts
- Support ecommerce tasks like tracking returns, issuing refunds, etc.
- Represent the brand voice with professionalism and a passion for beauty
- Other duties as assigned.
Requirements
- Bachelors degree or equivalent experience in business/customer service
- At least 3 years of experience in a call center is required.
- Minimum 2 years team leadership experience
- Excellent listening, phone, written and verbal communication skills.
- Strong attention to detail, organization and the ability to multitask in a fast-paced environment.
- Ability to navigate multiple systems.
- Experience with Microsoft Outlook and strong Excel skills.
- Experience with CRM programs.
- Must be comfortable sitting at a desk and working with a computer, keyboard, telephone.
Benefits
- Health, Dental, and Vision Insurance!
- Life and AD&D, Long-Term Disability, and Short-Term Disability Insurance.
- Paid Time Off.
- Pre-Tax and Roth 401k with a Company Match.
- Employee Salon (free color, haircuts, and more!).
- 40% Discount on Products.
- Friday Breakfast (in our home office and warehouse).
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