Lead Customer Service Representative

Our Pittsfield client is seeking a This role needs strong analytical and communication skills. You’ll keep track of projects from start to finish and help with customer requests, like new projects and order updates. 

What You’ll Do:

Customer Service:

• Be the go-to person for your accounts and look for ways to boost revenue.
• Build great relationships with customers.
• Use your skills to solve problems and suggest helpful solutions.
• Spot chances to introduce other company services.
• Handle special requests, rush orders, and follow up on any delays.
• Support sales efforts to keep current customers happy and attract new ones.
• Manage any quality issues and keep customers in the loop about resolutions.
• Work to keep costs down and sales up by providing top-notch service.

Project Management:

• Kick off new jobs and coordinate with teams and customers.
• Keep an eye on projects throughout production to ensure quality and accuracy—approve each stage.
• Sort and prepare customer materials.
• Approve invoices and any customer allowances as needed.
• Send inspected samples to customers and manage any changes.
• Make sure everything is delivered on time and as specified. Communicate updates about any missing materials.
• Help with production and shipping to meet deadlines for multiple accounts.
• Attend daily production meetings and keep everyone updated on job statuses.
• Step in to help other customer service reps when needed.
• Keep all paperwork and records up to date.
• Stay on top of the production schedule.

Estimating/Quoting:

• Create and send quotes to the estimating team.
• Look up old tickets for reference if needed.
• Make sure quotes are processed quickly and accurately based on what the client needs.
• Follow up to confirm quotes were received—preferably the same day!
• Discuss quotes with customers if needed and track lost bids.

Other Responsibilities:

• Follow all safety rules and keep the workplace tidy.
• Answer phones at the switchboard when required.
• Take on other tasks as assigned.