Lead Customer Service Agent II

Lead Customer Service Agent II

The primary objective of the Lead Customer Service Agent II is to maintain a high level of customer satisfaction through proactive communication and problem resolution. This advanced position will be trained on multiple functions as needed for coverage, workload balancing purposes, and issue resolution. Provide great customer experience and First Call Resolution support for Ecolab customers and field associates. Works in tangent with and independently of the supervisor/manager and requires; decision making; attention to details, effective communication; problem-solving and analytical skills related to the above scope of responsibilities.

What's in it For You:

• The opportunity to take on some of the world's most meaningful challenges, helping customers achieve clean water, safe food, abundant energy and healthy environments.
• The ability to make an impact and shape your career with a company that is passionate about growth.
• The support of an organization that believes it is vital to include and engage diverse people, perspectives and ideas to achieve our best.

What You Will Do:

• Serve as the first point of contact for complex customer service situations.
• Complete assigned tasks daily according to the plan given by supervisor, and assigned tasks can include:
• Customer support- Respond to approximately 80–100 email inquiries daily from internal and external customers. Investigate and resolve inquiries with clear, professional communication.
• Order Entry- Accurately place 40–70 orders per day from various customers across multiple platforms.
• Escalated Issues- Investigate and resolve 20–30 miscellaneous complex customer issues.
• Key Account Management- Serve as the primary contact for key accounts. Own the relationship and ensure timely resolution of inquiries and concerns across all areas of the account (orders, invoicing, logistics, and so on).
• Utilize strong communication skills to keep team and management informed of issues, updates, questions and/or concerns.
• Collaborate with cross-functional teams
• Manage time and tasks to meet service level goals.
• Miscellaneous projects may be assigned as needed.
• Prioritize learning and actively pursue cross-training opportunities within the department to further growth and development.
• Provide input and suggestions for ways to improve current processes and procedures.

Position Details:

• Remote and/or Hybrid work environment
• Will require working one weekend day
• Position hours 8:30 am-5:00 pm (cst)

Minimum Qualifications:

• High school diploma or equivalent
• 2 years prior customer service experience (Ecolab experience preferred).
• Successful completion of 6 months Lead Customer Service Agent functions and/or relevant customer service, order management, and/or leadership
• Proficient in CRM/ECC/SAP (Order Management)
• No immigration sponsorship available

Preferred Qualifications

• Excellent attendance & punctuality record
• Independent decision-making and problem-solving experience.
• Strong verbal and written communication skills.
• Prior experience with Web based Portals and Electronic Ordering Systems (EDI)
• Experience using DFO/NICE in Contact or other CRM systems
• Bachelor's degree
• Proficiency in Microsoft Office (Outlook, Word, Excel), and computer skills
• Demonstrate enthusiasm, professionalism, and courteousness.
• Ability to work independently in a fast-paced environment.
• Knowledge of Ecolab's policies and procedures
• Attention to detail, excellent organizational and time management skills.
• Ability to receive positive feedback and coaching to improve performance.