Customer Service Team Lead
Team Lead Function:
The Customer Service Team Lead is responsible for managing 10-12 Customer Service members. The Team Lead reports to the Director of Customer Service.
The Customer Service Team is currently split into F&A (Food and Agriculture) and non-F&A groups. As the Customer Service Team transitions into a One US Customer Service Team, the Team Lead is now responsible for in-depth knowledge of all business units across F&A and non-F&A platforms.
Find out more here about how you can unleash your full potential at DLL!
Day to Day
* Daily monitoring of the phone queue to ensure the call center resources are allocated appropriately to best service the customers. Frequent re-prioritization of member responsibilities is required to ensure that the call center KPIs and customer demand are met.
* Assign members to work within the various functional mailboxes that the department manages. Make adjustments as needed to ensure that KPI's are being met.
* Manage member workflow via telephone, email and chat. Added complexity exists based on the type of request, and whether it originated with a customer or a vendor partner.
* Assist in the development and ongoing maintenance of the policies and procedures for the Customer Service department.
* Field customer and vendor escalations utilizing in-depth knowledge of how the different customer and vendor facing departments of DLL operate.
* Follow through on escalated customer and vendor requests and complaints to ensure customers and vendors are provided with a solution.
* Conduct monthly meetings with team members to review individual and team performance and discuss challenges and opportunities. Define and manage KPI's and targets in line with annual plan and budget.
* Conduct biweekly team meetings to provide business updates, process change updates, best practices, and overall communication and engagement to the team.
* Report out on member productivity, call abandonment, functional mailbox volume, call classifications, call accepted rate, call queue time, and additional call center metrics.
* Perform all responsibilities of the performance management cycle including annual target setting, overall performance rating & appraisals, incentive payouts and related member employee relations issues.
* Perform regular quality assurance reviews on member calls, emails and chats and provide coaching on areas of improvement.
* Responsible for interviewing potential candidates and taking part in the selection process.
* Support the Operations Training Specialist in creating training documents and delivering as needed.
All members enjoy
* Two working days per year volunteering for a local charity.
* Health and Wellness program including healthy food, free health checks, fun health & vitality activities.
* Flexible hours with possibility to work from home
* Career development opportunities: online learning, member development programs.
* Check this link to an overview of all benefits in your region.
Essentials
* Bachelor's degree in Finance or Business or equivalent experience
* 2+ years of experience in a leadership position within Customer Service preferred
* Proficiency in MS Office Suite, with a focus on MS Excel
* Excellent verbal and written communication skills to ensure proper handling of internal and external (vendor partner, end user) inquiries.
* Strong analytical, organizational, interpersonal and problem-solving skills
Choose Wellbeing
DLL's wellbeing ambition is to educate, equip and empower members to build connections, manage their mental, emotional, physical and financial wellness and maintain balance between work and the other priorities that make up their lives.
Our four wellbeing categories are as follows:
* Connection - Build meaningful connections with other DLL members
* Health - Manage mental, emotional and physical health
* Finance - Provide learning opportunities to help members achieve personal financial health
* Lifestyle - Maintain balance between work and life priorities
There are things that matter to our members and the wellbeing of our members matters to DLL!
Settling In
At DLL, we are many things. We are team members, family members, community member. We are members of society, members of different cultures and nationalities. Members of change. We each have different beliefs, different passions, different viewpoints, talents and interests. We become from different backgrounds, cultures, nationalities and histories.
But for all of our differences, we share one thing in common: each of us are members of DLL.
Our company was founded in the Netherlands. But today we are truly a multinational business. Our unique culture is rooted in higher collaboration, less hierarchy and a honest directness that enable us to integrate, ideate and innovate across country lines.
Many companies say they are European, American, Asian or Australian, at DLL we are all these places and more.
We are a cross-culture collaborative - an interconnected network - that comes together every single day with one goal in mind: Partnering for a better world.
Good to Know
Desired Primary Work Location: Wayne, PA / Des Moines, IA
Applicable Pay Range
$62,340.15 - $93,510.24
DLL is considering candidates in numerous locations. The pay estimate displayed represents the typical pay range for candidates hired for this position in the desired primary work location. Pay may be adjusted outside the projected range based on geographical differentiation as well as for any other lawful reason. Additional factors that may be used to determine your actual pay include your specific skills, years of relevant experience you possess, and other work-related qualifications. Many candidates may start in the bottom half of the applicable pay range, especially those with less experience or qualification.
This position is subject to the terms of DLL's compensation plans and policies. Further, the position includes all other benefits provided to DLL employees, including healthcare benefits, 401k matching, vacation, sick leave, parental leave, possible discretionary bonuses, and all other benefits that are all governed by and subject to ERISA plan documents and eligibility.
* Deadline for application: November 29, 2024 (Due to high volume of applications this requisition may close prior to posted close date
* The selection process may involve an assessment.
* Applications via email will not be reviewed. Please apply online via our career website: workingatdllgroup.com
* DLL's referral program applies
* For more information, please contact our Talent acquisition partner JP Villacreses via JP.Villacreses@dllgroup.com
DLL appreciates the time you spend applying to our openings. We advise only those who qualify for an interview will be contacted. Hiring subject to successful completion of a background check.
DLL is an equal opportunity employer. We are committed to inclusive, barrier-free recruitment and selection processes and work environments. If contacted for an employment opportunity, please advise Human Resources if you require accommodation in accordance with our values and all applicable legislation.
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