Team Lead, Customer Service

Customer Service

Specific Responsibilities

The Customer Service Representative Team Lead serves customers by providing product and service information and resolves customer concerns related to the product and/or service.


  • Directs and supervises the daily activities of the sales team in the absence of or delegated by the Manager or Assistant Manager.
  • Ensures that all team members are complying with Company Policy & Procedures and escalates violations to Manager or Assistant Manager.
  • Escalation resolution in absence of or delegated by Manager or Assistant Manager.
  • Trains new associates on Company Policy & Procedures, Company history and brand aesthetic as well as Company products and Customer Service standards as directed by the Manager or Assistant Manager.
  • Acts as role model for sales team by consistently exhibiting best practices with regards to customer service, sales generation and customer outreach.
  • Provides in the moment recognition to members of sales team for exceptional performance in order to motivate sales staff to meet expectation.
  • Provides in the moment constructive feedback and coaching to  members of sales team upon unsatisfactory performance in order to encourage immediate changed behavior.
  • Engages potential customers by answering product and service questions; suggesting information about other products and services.
  • Opens customer accounts by recording account information.
  • Purchase order/data entry.
  • Maintains and updates customer records and account information.
  • Track/monitor shipping schedules for product.
  • Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Recommends potential products or services to management by collecting customer feedback.
  • Contributes to team efforts and accomplishments by acquiring product knowledge through training and communication exchanges with various departments across the company.

Skills and Requirements

  • Customer Service and/or Sales experience.
  • Strong telephone skills.
  • Excellent written and oral communication skills .
  • Customer focused attitude.
  • Office and administrative skills.
  • Detail oriented and Organized.
  • Proficient in Microsoft excel, word, etc.
  • SAP experience, a plus.
  • Supervisory experience, required. 
  • Associate degree or equivalent industry-related experience.
  • Available to work Monday- Friday 11am to 7pm, some Saturdays and holidays.

GBG USA Inc. is an Equal Opportunity Employer.


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