Senior Specialist - Customer Care

Company Name: Lidl US
Location: USA

Role Information

Job Title: Senior Specialist - Customer Care

Department: Customer Care

Business Unit: Administration

Reports To: Manager - Customer Care

Supervisory Role: No

FLSA Status: Non-Exempt

Job Summary

The Senior Specialist - Customer Care is responsible for leading and assisting in developing our Customer Care Specialists. The individual ensures that the Customer Care team has the resources needed to provide world class customer service.

Essential Functions

• Work directly with team leadership to ensure the department operates efficiently while exceeding all standards
• Positively impact retention by fostering a respectful team environment
• Work constructively with other functional areas throughout the organization, such as Quality Assurance, Finance, Public Relations, and Compliance, to share ideas and leverage best practices
• Communicate key messages effectively to ensure the team is well informed about issues that may impact them or our customers
• Lead, coach, motivate, train, and inspire team to deliver customer service goals
• Oversee the day-to-day operation of assigned processes, including sending gift cards, follow-up queue review, 2nd level case review, and refund requests
• Serve as first point of contact for escalated cases and issues that require additional attention
• Backfill for Customer Care Specialists when call volume dictates, as well as during unplanned team absences
• Accountable for OneNote and Salesforce content development/maintenance
• Perform other duties as assigned

Required

Required Knowledge, Skills, Abilities

• Professional and calm demeanor in handling complex and demanding scenarios
• Ability to manage multiple tasks concurrently while maintaining attention to detail and commitment to deadlines
• Excellent interpersonal skills with a focus on rapport building, listening, and asking questions
• Excellent written and spoken communication skills
• Strong analytical and problem-solving skills
• Ability to be flexible and quickly adapt in a fast-paced environment
• Ability to work well in a close knit, collaborative environment

Required Education, Certifications/ Licenses, Related Experience

• High School Diploma or GED equivalent
• 2 - 4 years related experience working in customer service or call center environment
• Experience working with CRM systems

Preferred Education, Certifications/ Licenses, Related Experience

• Associate’s or Bachelor’s degree
• Previous experience determining appropriate levels of customer compensation in resolving complaints and/or concerns
• Experience in retail/grocery industry

Physical Job Requirements

• Ability to work in a fast-paced working environment, including the store(s), distribution center(s), warehouse(s), and/or corporate office(s) with the capability to switch job functions/roles quickly
• Ability to remain in a stationary position (standing and/or seated) more than half the time
• Ability to maneuver cases of product (lift, move, carry, slide, etc.) up to 30 lbs.
• Ability to operate machinery and/or equipment that requires the constant use of hands/fingers/wrists
• Ability to spend more than half the time viewing computer monitors
• Ability to identify and distinguish between colors more than half the time

Travel Requirements

• This position commutes between stores, regional offices and/or distribution centers less than 25% of the time
• This position requires overnight domestic travel less than 25% of the time
• This position requires overnight international travel less than 25% of the time
• Anticipated travel will be by car, air, and/or train

Preferred

Lidl US, LLC & Affiliates provides equal employment opportunities (EEO) to all employees and applicants without regard to, including but not limited to, race, sex, color, religion, gender, sexual orientation or preference, gender identity or expression, national origin or ethnicity, age, marital status, pregnancy, genetic information, disability, or veteran status, in accordance with applicable federal, state and local laws.

• Seniority level

  Associate

• Employment type

  Full-time

• Job function

  Customer ServiceInformation Technology

• Industries

  Food & BeveragesRetailFinancial Services