J202601103 Customer Service Lead at Quadient

Dallas, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

05 May, 26

Salary

30.51

Posted On

05 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Problem Solving, Communication, Interpersonal Skills, Multi-tasking, CRM, Microsoft Office, Order Care Processes, Troubleshooting, Teamwork, Documentation, Escalation Handling, Call Handling, Email Correspondence, Flexibility, Initiative

Industry

Freight and Package Transportation

Description

Company Description At Quadient, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes. Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other. It’s these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels. Job Description Customer Service Lead The Customer Service Lead must have a strong customer service skill set and the ability to support company core values and goals. This position is responsible for supporting employee performance and development, monitoring the team on a regular basis and maintaining accurate documentation. The Customer Service Lead demonstrates commitment to customer retention and teamwork. The ideal candidate represents the organizational core values in every interaction by possessing the initiative to seek and embrace change, remain flexible as the business needs require, demonstrate the ability to improve the company by establishing and achieving goals, and maintaining a style of communication that is open and honest. Duties also include: assisting with customer and department related escalations; handling of inbound calls and phone support for multiple work groups; handling email and mailed correspondence; lead tester on CRM projects, as required; handle conference calls for testing and District communication, as required. All other duties as assigned based on the needs of the business. Every connection is unique – just like us Quadient helps our customers create connections. Each connection, each customer matter. At Quadient, we also value individuality. We celebrate uniqueness and diversity. We want to recruit people who will bring different experiences and perspectives to our work. The empowerment, passion, inspiration and sense of community of our people set us apart. We call it: The Power Of You. Qualifications What you Bring: High School Diploma or equivalent (GED) required. Associate's degree or continuing education classes preferred. 3+ years of customer service experience. Must be able to multi-task in a high-volume, fast-paced call center environment. Must enjoy direct interactions with customers and employees. Demonstrates commitment to problem solving and resolution. Leasing experience in the office equipment industry preferred Knowledge of Order Care processes and procedures preferred. Hands on experience of troubleshooting depot repair and other products as required preferred. Must possess excellent written and verbal communication skills. Superior interpersonal skills and professionalism to communicate by phone, email and in-person with customers and fellow employees. Basic computer skills including outstanding typing and 10-key by touch. Proficiency in Windows based applications including Microsoft Office (Word, Excel, Outlook, etc.). Hands on knowledge of the following systems preferred: Salesforce, CRM, Atlas, ERP, SFDC, ServiceMax, OLS Must work well under pressure. Knowledge gaps can be filled. Even if you don’t satisfy every single requirement or meet every qualification listed, we still want to hear from you. Help shape the future of customer communications. Apply now. #LI-NB1 Additional Information Rewards & Benefits Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle. Endless Learning: Access global opportunities for growth through our 24/7 online learning platform. Inclusive Community: Join our Empowered Communities and engage in our Philanthropy program. Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme. Caring for Wellbeing: Access our complimentary employee assistance program for mental health support. Smart Work at Quadient At Quadient, our Smart Work approach fosters connection, collaboration, and innovation while offering flexibility based on role requirements. Whether on-site, hybrid, or remote, our work environments are designed to support productivity and engagement. Hybrid employees balance remote and in-office work, on-site roles contribute daily to our vibrant workplace culture, and remote employees stay connected through virtual collaboration and in-person events. No matter where you work, you’ll be part of a dynamic, people-first community that drives success together. Be yourself at Quadient Our values define how we work as a team: Empowerment, Passion, Inspiration and Community. They inspire us to be EPIC. Together. What makes Quadient different is how different we are. We’re a team of individuals with one goal but many perspectives. When you connect with Quadient, you become part of a community that cares - in a culture that embraces differences and values every voice. We will consider any reasonable modifications to the interview process. If you require any assistance with the application process, please email us at [email protected] Quadient is an Equal Employment Opportunity Employer. *: We firmly believe in zero discrimination in employment on any basis, including race, color, religion, sex, national origin, age, disability, veteran or military status, genetic information, citizenship status, and any other characteristics protected by local, state, or federal law. People. Connected. Compensation: USD20.34 - USD30.51 - hourly

Responsibilities

The Customer Service Lead is responsible for supporting employee performance and development, monitoring the team, and maintaining accurate documentation. They assist with customer escalations and handle inbound calls and correspondence.