**Job Title:** Experienced Customer Contact Representative Lead - Hybrid Onsite & Remote Role at blithequark

**Join Our Community of Food People!** Are you a customer service leader with a passion for delivering exceptional experiences? 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 hybrid role, you'll have the opportunity to work from home approximately 90% of the time, with 10% of your time spent onsite at one of our regional locations. As a Customer Contact Representative Lead, you'll be the go-to expert for our team, providing guidance, support, and coaching to ensure our customers receive the highest level of service possible. You'll work closely with our Customer Contact Manager to identify areas for improvement and develop strategies to enhance our customer experience. Your expertise will be invaluable in helping us build strong relationships with our customers, vendors, and internal partners. **About blithequark** At blithequark, we're a community of food people who are passionate about delivering exceptional service and support to our customers. We're a dynamic, fast-paced organization that's always looking for ways to improve and innovate. Our team is dedicated to providing the highest level of service, and we're committed to creating a positive and inclusive work environment that supports the growth and development of our employees. **Essential Duties and Responsibilities** As a Customer Contact Representative Lead, you'll be responsible for: * Mentoring, advising, and leading team members to ensure they have the skills and knowledge needed to deliver exceptional service * Serving as a subject matter expert, providing guidance and support to team members on company processes, products, policies, and procedures * Taking escalations from team members and supporting other internal department resources as needed * Reviewing and presenting daily metric and communication updates, as well as daily huddle announcements * Providing thorough customer and order solution options to customers and contact representatives, and serving immediate needs to support customers' challenges and concerns * Working closely with the Customer Contact Manager to support the coaching process, quality performance review, meeting, and metric data support * Participating in cross-company projects to improve and optimize the customer experience * Conducting analysis to produce customer-specific reports or activities as contractually required * Assisting 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 * Approving service recovery requests as back-up support to Manager and providing guidance to peers * Promoting a positive and friendly environment that supports good morale and cooperation * Helping identify trending issues among customers, team members, products, and services from interactions with customers * Providing support to team members in answering calls, answering email or contacts, assisting with customer business activity, customer reporting, or other team responsibilities * Providing 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, with 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) is a plus. **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 navigating 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. Schedule is Monday - Friday. This role is also 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. **How to Apply** If you're a customer service leader with a passion for delivering exceptional experiences, 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