**Customer Contact Representative Lead (Hybrid: Onsite & Remote) at blithequark**

Are you a customer-centric leader with a passion for delivering exceptional service? Do you thrive in a dynamic, fast-paced environment where no two days are ever the same? If so, we invite you to join our team at blithequark as a Customer Contact Representative Lead. In this role, you will be responsible for leading a team of customer contact representatives, providing guidance and support to ensure that our customers receive the highest level of service possible. **About blithequark** At blithequark, we're more than just a company - we're a community of food people who are passionate about delivering exceptional service to our customers. We believe that every interaction with our customers is an opportunity to build a lasting relationship, and we're committed to providing the highest level of service possible. Our team is dedicated to helping our customers succeed, and we're always looking for talented individuals who share our passion for customer service. **Job Summary** As a Customer Contact Representative Lead at blithequark, you will be responsible for leading a team of customer contact representatives, providing guidance and support to ensure that our customers receive the highest level of service possible. You will be the subject matter expert for our team, providing real-time feedback and coaching to help our representatives succeed. You will also be responsible for reviewing and presenting daily metric and communication updates, as well as participating in cross-company projects to improve and optimize the customer experience. **Essential Duties and Responsibilities** * Mentor, advise, and lead team members in their journey to best support the team's activities and goals * Provide real-time feedback to peers, including communications and necessary support * Serve as a subject matter expert to motivate the team's success by responding to immediate needs and questions related to the company's process, products, policies, and procedures, and tools * Take escalations from your team and support other internal department resources when needed * Review and present daily metric and communication updates and daily huddle announcements * Provide thorough customer and order solution options to customers and contact representatives, and serve immediate needs to support customers' challenges and concerns * Work closely with the Customer Contact Manager to support the coaching process, quality performance review, meeting, and metric data support * Pull necessary reports to ensure measurement of quality and performance goals are monitored and tracked against performance baseline * Participate in cross-company projects to improve and optimize the customer's experience * Conduct analysis to produce customer-specific reports or activities as contractually required * Assist sellers with preparation of customer business analysis, product research, and recommendation for profitability, and other internal reporting as requested to support the management of the customer or service level agreement * Approve service recovery requests as back-up support to Manager and provide guidance to peers * Promote a positive and friendly environment supporting good morale and cooperation * Help identify trending issues among customers, team members, products, and services from interactions with customers * As time permits, provide support to team members in answering calls, answering email or contacts, assist chain customer business activity, customer reporting, or other team responsibilities * Provide other business support to Sellers as requested **Supervision** This role does not have direct supervision. **Relationships** Internal: Sales, Operations, Merchandising, Shared Business Services External: blithequark Customers and vendors **Qualifications** * Education/Training: High School diploma or equivalent required, and a minimum of 5 years of customer service or support experience * Related Experience: At least 5 years of previous sales support or customer service experience maintaining customer relations. A proven track record of supporting customers and team members with exceptional service and leadership. Foodservice/distribution experience preferred. Experience working virtually (i.e., from home) * Tasks: + Ability to communicate with customers and team through various channels + Acknowledge and resolve customer escalations or complaints + Assist Manager with team support as necessary + Product knowledge to support customer needs + Initiate and resolve requests for customer or organizational reporting + Coach and mentor colleagues as necessary + Ensure customer satisfaction and provide professional customer support + Organize and coordinate schedules * Knowledge/Skills/Abilities: + Professional leadership skills; someone who leads by example + Excellent written and verbal communication skills + Able to take direction and quickly learn new procedures, processes, product information + Open to feedback, believing in a culture of continuous improvement working toward individual and department goals + Comfortable to navigate technology, phone systems, and tools + Strong attention to detail, multi-tasking, and time-management skills + Detail-oriented with strong critical thinking ability to quickly define problems, and reach valid conclusions + Exceptional ability to collaborate with customers, vendors, and internal partners + Customer service orientation and ability to adapt and respond to different personalities + Advanced knowledge of Microsoft applications, Salesforce.com experience **Compensation and Benefits** The typical pay for this role is around $23.00 - $27.00 per hour, depending on location and experience. This role is eligible for overtime compensation. Benefits for this role include health insurance, pre-tax spending accounts, retirement benefits, paid time off, short-term and long-term disability, employee stock purchase plan, and life insurance. **Work Environment and Culture** As a hybrid role, you will work approximately 90% remotely/virtually and 10% onsite at any regional location as defined by the role segmentation. Our team is dedicated to providing exceptional service to our customers, and we're committed to creating a positive and friendly work environment that supports good morale and cooperation. **How to Apply** If you're a customer-centric leader with a passion for delivering exceptional service, we invite you to apply for this exciting opportunity. Please click on the link below to submit your application. Apply Job! Apply for this job