Customer Service Representative Lead

Posted 10 months ago

Job Type

Full-time Swing Shift

LOCATION:

Brisbane – CA

Reports To

Inside Sales Supervisor

Department

Sales

Salary Level

$20/h

Greenleaf is a growing produce and specialty food distributor serving over 1000 of the greater SF Bay Area’s finest restaurants, hotels, caterers, and large corporate catering facilities. With our new location in Brisbane, CA, and state of the art facilities we are looking to expand and continue to grow throughout California. Greenleaf has been a staple in the Bay Area community for over 40 years and has a renowned reputation for taking outstanding care of our growers, customers, and employees.

Our Mission is simple. We strive to be the trusted connection between premium California Growers and the exceptional Chefs of the Bay Area.

We believe in having a passion for our products and people, we drive to deliver excellence in everything we do.

The Position:

The Customer Service Lead is responsible for overseeing the Customer Service PM staff, taking the lead in the team’s daily operations. The Customer Service Lead will implement the company’s strategies to ensure customer satisfaction, maintaining productivity and accuracy goals established by the Director of Sales. He/She will ensure that the high volume of web orders, live calls, emails and chat messages with our customers are responded to in a timely and professional manner. Qualified candidates must have excellent communication skills, a baseline of food product knowledge, a positive attitude, and be a team player who gets along with everyone.

Responsibilities:

  • Accurately process customers’ orders
  • Respond to unique requests from customers and provide communication to all internal teams as needed
  • Identify and resolve recurring issues before they become systemic problems
  • Inform customers about product shortages and other potential service issues; provide product substitute options and increase order size via suggestive selling
  • Manage the nightly closing duties; ensure that they’re completed with professionalism and in a timely manner
  • Oversee the night shift with a focus on providing best-in-class service to Greenleaf’s customers, maintaining excellence in all performance areas
  • Maintain productivity, accuracy and other team performance metrics as directed by management
  • Monitor the daily workload of team members and make adjustments to ensure there’s adequate coverage and that correct procedures are followed
  • Work closely with the Inside Sales Supervisor to identify opportunities to improve systems and enhance the team’s overall performance
  • Learn, retain and provide detailed product information to customers; use suggestive selling to increase order size
  • Train and provide support to less experienced and new team members
  • Ensure all team members show up for their shift and take breaks according to the schedule

Qualifications:

  • Minimum one year restaurant or food industry experience
  • Minimum two years’ experience in customer service or sales
  • Excellent written and verbal communication skills
  • Spanish speaker a plus
  • Basic office computer skills (MS Outlook, Word, Excel, CRM)
  • High School Diploma

Skills

  • Ability to effectively and quickly present product information and respond to customer questions
  • Excellent communication skills
  • Ability to influence team members and customers
  • Ability to work closely with people in a team atmosphere
  • Ability to handle customer issues and maintain professional composure
  • Ability to work in a fast paced, flexible environment that is driven by metrics and continual improvement
  • Ability to maintain a positive attitude, especially under time pressure

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