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Product Support Lead

Company: Confidential Location: Indiana
Industry: Administrative / Clerical City/Region: Indianapolis
Commitment: Full Time Contract Type: Contract to Hire
Practice Area: Administrative Education: Relevant Work Experience

Are you a customer service guru who can handle phone volume but also assist with the processing of daily orders? A well-respected company on the northeast side of Indianapolis is seeking a Product Support Lead to learn and grow with the company that was founded back in the 1800s!

This is more than a typical call center role: The Product Support Lead will also become an specialist in the "Order to Cash" department, where product orders are entered and prepared for invoice. The administrative / customer service role can be used as a springboard into future professional and financial growth opportunities!

Product Support Lead Responsibilities:

  • Answer product support calls from direct customers and end users (70%)
  • Perform metrics tracking - Entering calls per day / average call time / average wait time / case resolution data into Microsoft Excel (basic knowledge)
  • Develop a knowledge and understanding of lawn maintenance products
  • Relay valuable “Voice of the Customer” info to Product Engineer
  • Initiate billing for direct to customer shipments
  • Assist “Order to Cash” Lead in processing daily orders
  • Assist “Order to Cash” Lead in processing customer returns
  • Assist “Order to Cash” Lead in working with 3PL (Third Party Logistics) vendor – shipping details
  • Respond to customer communications about orders via specific portals
  • Assist with routing
  • Respond to inventory inquiries

 

Product Support Lead Requirements

  • Bachelor’s Degree
  • Minimum two years of experience in customer service / product support role
  • Strong customer service mindset with fantastic phone etiquette skills
  • Strong computer skills (Excel, Word, Email, ERP [NetSuite])
  • Metrics driven, constantly striving to meet and exceed targets
  • Excellent writing skills to respond emails in clear and courteous manner
  • Ability to document calls in a clear concise manner in real time
  • Cross-functional mindset
  • Ability to work accurately and quickly in fast-paced environment
  • Natural problem solver who runs to tackle and resolve issues

Positive and warm attitude with team-player mentality

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