Lead Customer Account Representative

Objective / Purpose

The role of the Lead Customer Account Representative is to collaborate with the Customer Service Management Team in leading the team. The Lead Customer Account Representative is to be the point person for minute-to-minute guidance for the Customer Service team members. The Lead Customer Account Representative will be focused on maintaining an organized, well-rounded work environment that is concentrated on the sales support efforts for Entec Polymers. 

The objective of the position is to assist the Customer Service Management Team in leading and training, while operating within Entec guidelines and procedures.  The goal is to maintain an effective, efficient, and positive work environment

Areas of Responsibility / Tasks

Performance must reflect appropriate level of expertise and achievement of the desired results for the items listed below.            

The Lead Customer Account Representative will be responsible for all existing Account Representative duties as well as the following responsibilities:

• Participate in planning and implementation of department goals and objectives under the guidance of the Customer Service Management Team
• Assist in the training of new Account Representatives and the continued training of existing Account Representatives as needed
  • Identify and address any concerns within the department
• Solicit feedback from the Customer Service team regarding specific training needs, areas of inconsistencies, and creative ideas and suggestions
  • Build trusting relationships with team members
• Coordinate Working Interviews with potential candidates
• Assist with Sales Order status changes, approvals and overrides
• Research, approve and enter Sales Order Adjustments for Customer Service
• Monitor, review, organize, and coach the team on a day-to-day basis
• Approve early departure, late arrival or additional time worked requests and coordinate unplanned coverage during absences
  • Save and document above requests in tracking spreadsheets
• Shadow and have a comprehensive understanding of other departments’ work flows
• Work within the Customer Service department and across department lines to enforce and improve procedures and practices.
• Escalate urgent matters to Supervisors or Manager as they arise
• Maintain and distribute Customer Service related documents on behalf of the Management Team
• Ensure IT tickets are being submitted and handled in a timely manner
• Review weekly Internal Error Report and follow up with individuals with errors
• Assist Management Team with coordinating team outings, team building events and other recognition efforts
• Other duties as assigned by the Customer Service Management Team

Minimum Qualifications / Education / Certifications

1. HS Diploma or equivalent required.  College degree preferred
2. Excellent communication skills, both written and verbal
3. Above average skills in Ravago Tools, as well as all Microsoft Office programs with the aptitude to quickly learn and understand additional applications,
4. Minimum of 1 year of experience within any Ravago America’s Channel, direct experience within the Customer Service function preferred
5. Must be detailed oriented with strong analytical skills and exceptional problem-solving abilities
6. Willingness to adapt in an evolving environment
7. Ability to maintain high level of organization and prioritization
8. Innate sense of urgency that provides proactive and consistent work
9. Natural feel or demonstrated previous experience for coaching, motivating, encouraging and interacting with individuals
10. Proven ability to work well within a team and promote strong working relationships meanwhile maintaining professional attitude and positive outlook
11. Effectively maintains discretion
12. Applicants must be authorized to work in the U.S.