Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

Join a growing division of one of the fastest growing companies in Rochester, NY. Seeking a career-minded, positive, energetic, hardworking Customer Success Representative Team Leader passionate about customers and the customer experience, focused on activities that help drive company revenue. AeroSafe Global will provide the appropriate training for this position.

Responsibilities

• Deliver the highest level of Customer Service on a daily basis.
• Daily assignment & allocation of new cases
• Multi-task competing priorities in a professional and efficient manner.
• Train and provide feedback for team members on performance.
• Provide expertise and resolution to process deviations.
• Review and manage to daily, weekly, and monthly metrics.
• Hold specific team members accountable to meeting daily, weekly goals.
• Analyze internal data to develop process improvements.
• Ensure customer service levels are always kept very high.
• Share daily reports, metrics, learnings with CSR team and Management.
• Communicate via phone & e-mail with clients that receive shipments in AeroSafe boxes to educate them on the program and establish ongoing contact information.
• Maintain data integrity within company CRM
• Track, trace, document and arrange retrieval of AeroSafe boxes.
• Produce courier shipping documents and arrange pick-ups at customer sites.
• Collaborate with team members and coordinate solutions for customers.
• Prepare complete and accurate work including appropriately notating systems of actions taken.
• Establish and maintain good customer relations with both internal and external customers.
• Diffuse difficult customer situations.
• Other tasks as assigned.

Requirements

• Outbound calling, or customer outreach experience
• Customer Service or Inside Sales experience
• Management/Supervisor experience
• Experienced in managing multiple projects at the same time.
• Customer Focus and service orientated.
• Excellent problem-solving skills and a willingness/desire to research information to find solutions to problems.
• Persistence when specific tasks are challenging.
• CRM knowledge
• Experience with data analytics
• Customs experience
• Tolerance for repetitive work in a fast-paced, high production work environment
• Outstanding communication (written & verbal) are a must.
• Solid decision-making, problem resolution and creative thinking skills.
• Self-starter, motivated and driven to exceed goals.
• Strong computer navigation skills and PC Knowledge including experience with Excel.
• Physical Requirements: Frequently required to sit; type; use hands to finger, handle or feel objects, tools, or controls (some repetitive motion); and talk or hear. Occasionally required to stand, walk, reach with hands and arms, bend, stoop, kneel, and crouch and lift and/or move up to 10 pounds. Specific vision abilities required include some close vision. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Tools & Equipment: PC, printer, telephone, fax machine, copier and other office equipment.
• Environmental Factors: Normal office, manufacturing and warehouse environment.

Skills

• Excel
• Data Analytics
• CRM
• Communication (written & verbal)

Location

• Rochester, NY

Work Type

• Full-time

Experience Level

• Management/Supervisor experience
• Minimum 2 years experience

Education Level

• Associate degree, or applicable experience

About the Company

• AeroSafe Global is one of the fastest growing companies in Rochester, NY.

Equal Opportunity

• AeroSafe Global provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.