Customer Service Team Leader

Location: Exeter, PA, United States
Date Posted: 10-13-2017

Customer Service Team Leader
Exeter, PA
The Opportunity
Keystone Automotive Operations is currently seeking an enthusiastic Team Leader for our Customer Service department in Exeter, PA.   The Customer Service Team Leader will help develop, organize and implement strategic items and tactics for the department.  As Customer Service Team Leader, you will also be responsible for the development and training of the team members within the department.  Duties include but are not limited to:
  • Supervise the team to ensure quality of service and compliance with policies.
  • Regularly analyze inbound contact patterns.
  • Schedule associate hours appropriately to maximize coverage.
  • Work with the Customer Service Manager to interview, select, and train associates.
  • Monitor inbound calls to ensure expectations are being met; provide coaching where there are opportunities for improvement, and positive reinforcement for successful actions.
  • Perform regular performance reviews of Customer Service associates.
  • Provide guidance to associates on all aspects of inventory and customer transactions which may include, data entry, cancellations, credits, invoicing and/or customer service inquiries.
  • Determine and execute appropriate corrective actions.
  • Maintain and update training processes.
  • Respond and assist with customer complaints to ensure they are handled efficiently.
  • Process daily return approvals and credits, denying unacceptable requests.
  • Bachelor’s degree or equivalent from a four-year college or technical school.
  • 3 years of experience in a leadership role.
  • Skilled in Microsoft Excel
  • Competent in working with other departments to resolve process related challenges.
  • Capable of resolving escalated customer situations regularly.
  • The ability to create a positive team atmosphere supportive of individual growth.
  • Must be able to multitask in a fast paced environment.
  • Travel up to 20% per year
Preferred Skills
  • Bi-lingual in Spanish or French is a plus!
  • Sales or customer service experience, especially in a call-center environment.
  • No automotive experience required, only a deep desire to LEARN.
What We Offer
  • Lucrative incentive and awards programs that pay you for your results
  • First-class training in a world-class contact center
  • Industry leading parts knowledge training
  • Progression opportunity across the organization, both functionally and geographically
  • Highly transferable leadership and service skills
  • Generous employee benefits, including strong 401K and employee discount programs
  • Travel opportunities and auto event participation.
About Keystone Automotive
Keystone is the world’s leading distributor of aftermarket automotive parts and accessories, providing next-day delivery of 300,000+ SKUs from over 800 suppliers to our customers across the U.S., Canada, as well as supplying customers in 40+ countries around the world. We operate 50+ locations in North America and are headquartered in Exeter, PA.
LKQ is an Equal Opportunity Employer and offers a drug free work environment. Employment with LKQ is contingent upon the successful completion of a criminal background check* and may be contingent upon the successful completion of a pre-employment drug screening.
*The existence of criminal conviction(s) does not constitute an automatic bar to employment.
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