Customer Service Leader

We are looking for a Customer Service Representative Team Lead to work at our new Distribution Center in Louisville, KY. This is an exciting opportunity to be a part of our continued growth at Corona Tools!

This role will be on-site in the Louisville, KY area.

Essential Functions:

• Oversees a team of customer service representatives, providing guidance, training, and support to ensure exceptional service.
• Develops and implements customer service policies and procedures to enhance efficiency and customer satisfaction.
• Collaborates with cross-functional teams to address escalated customer issues and provide timely resolutions.
• Conducts regular team meetings to communicate updates, share best practices, and foster a positive work environment.
• Analyzes customer service metrics and KPIs to identify areas for improvement and implement strategies for enhancement.
• Serves as a point of contact for key accounts, building and maintaining strong relationships with customers.
• Implements training programs for new hires and ongoing development for existing team members.
• Provides advanced customer support, handling complex inquiries and resolving escalated issues.
• Assists in the development of training materials and conduct training sessions for new customer service representatives.
• Collaborates with product development team to provide customer feedback and insights for product improvement.
• Contributes to the creation of a knowledge base to empower the team with accurate information on landscape tools.
• Maintains customer satisfaction levels and ensures repeat business.
• Follows all safety policies and procedures.
• Attends training classes as required to stay up to date on new landscape tools and industry trends.
• Other duties may be assigned.

Required Knowledge, Skills, and Abilities:

• High school diploma or general education degree (GED).
• 7+ years of Customer Service experience with a minimum of 1 year experience in a lead or supervisory position.
• Knowledge and understanding of EDI.
• BPCS experience.
• Proficient in CRM software and order processing systems.
• Ability to lead a team of customer service representatives.
• Strong problem-solving and conflict resolution skills.
• Excellent verbal and written communication skills.
• Proficiency with Microsoft Office suite (Outlook, Teams, Word, Excel, etc.).
• Ability to work in an office setting within a distribution center five (5) days per week.
• Bilingual preferred (English and Spanish)

Benefits

• Medical, dental, vision, accident, and critical illness plans are available for enrollment.
• Company paid life insurance and AD&D, Employee Assistance Program, and disability insurance.
• 401k retirement program with 4% company match after 6 months of employment.
• Paid time off and 10 paid holidays with 9 designated by company and 1 floater.

About Corona

Founded in the 1920s, Corona, Inc. is a leader in the marketing and manufacturing of professional and consumer tools for the lawn and garden, landscape, irrigation, construction and agriculture markets. With a retail and distribution network that extends throughout the United States and Canada, Corona's proven designs, quality manufacturing processes and unparalleled customer service make it the best choice in tools for contractors, agricultural professionals and avid gardeners alike. When there's work to be done, there’s no doubt about the name on the tool – CORONA®.

Corona is committed to a diverse and inclusive workplace. Corona is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.