Customer Service Lead

Department: Operations - Customer Service

Position Type: Full-time

FLSA STATUS: Non-Exempt

Reports To: Customer Service Supervisor

Location: Camarillo, CA

Hours: 7am to 3:30pm

Hybrid Schedule: 2 days onsite 3 days remote

Hourly range: $24.50 - $26.00

About Primal Kitchen

Mark Sisson started Primal Kitchen with a simple mission: to change the way the world eats. Our life and our overall wellness are defined by the thousands of choices we make for ourselves and for our families every day, and choosing real food and investing in your health can lead to a more empowered you. Primal Kitchen condiments and sauces are made with high-quality ingredients that make mealtime easy and delicious, so you can get the most out of life.

Customer Service Lead at a Glance

The Customer Service Lead manages customer service activities by directing and overseeing team members and developing programs and procedures to enhance productivity and performance. The Customer Service Lead works with Innovation and Quality to maintain, update, and track product information. The Customer Service Lead will assist the Customer Service Manager with the following responsibilities but not limited to, team and department management, projects, responsibilities, and weekly tasks.

Essential Functions & Responsibilities:  

• Oversee the day-to-day activities of our Customer Service Team. 
• Assist Customer Service Supervisor with performance reviews.
• Responsible for training new hires.

• Ability to perform all of the Customer Service Representative responsibilities and duties.
  • Monitors the Customer Service team’s weekly tasks and responsibilities checklists.
  • Oversees/Assigns Basecamp requests to the Customer Service team.
  • Works with the Marketing team to test and troubleshoot errors for all new website promotions.
  • Communicates inventory updates received from the Operations Department.
• Responsible for performance management to ensure each Customer Service Representative understands their job's duties and policies, provides training feedback, and assists in developing training materials and procedures.
• Create and develop new SOPs while assisting the Customer Service team to maintain current SOPs and processes for the department.
• Works with Quality and Sales teams to keep all product FAQs and information updated in the product spec sheets.
• Communicates all new product information or changes, ie. reformulations, labels to the Customer Service team.
• Manages subscription reports and scheduling of delayed orders
• Able to troubleshoot and navigate multiple platforms, systems, and programs when issues arise.
• Resolve high level customer complaints
• Assist supervisor with higher-level projects.

Qualifications: 

• Two-year college degree or 2 years of experience in a position within a related field
• 2 years minimum experience in leading a small team of 3-5.
• Excellent verbal, written, and presentation skills.
• Excellent planning, organizing, and project management skills.
• 1-2 years experience using an ERP system—SAP preferred.
• Intermediate experience using Microsoft365 and Google G-Suite required, Shopify, Recharge, Basecamp and Shipstation.
• Ability to facilitate new policies and goals to enhance the Customer Service department.
• Ability to interact effectively at all levels and cross-departmentally.

Preferred Skills:

• Motivated self-starter, quick learner
• Ability to multitask, error-free, in a fast-paced environment
• Attention to detail
• Ability to work cross departmentally
• Strong written and verbal communication skills
• Excellent customer service skills with the ability to use judgment and tact with customers
• Positive problem-solving attitude
• Good organizational and time management skills

Benefits: Coverage for employees (and their eligible dependents) through affordable access to healthcare, protection, and saving for the future, we offer plans tailored to meet you and your family’s needs. Coverage for benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents.

Wellbeing: We offer events, resources, and learning opportunities that inspire a physical, social, emotional, and financial well-being lifestyle for our employees and their families.

You’ll be able to participate in a variety of benefits and wellbeing programs that may vary by role, country, region, union status, and other employment status factors, for example:

• Physical - Medical, Prescription Drug, Dental, Vision, Screenings/Assessments

• Social - Paid Time Off, Company Holidays, Leave of Absence, Recognition, Training

• Emotional – Employee Assistance Program , Wellbeing Programs, Family Support Programs

• Financial – 401k, Life, Accidental Death & Dismemberment, Disability

Location(s)

Kraft Heinz is an Equal Opportunity Employer that prohibits discrimination or harassment of any type. All qualified applicants are considered for employment without regard to race, color, national origin, age, sex, sexual orientation, gender, gender identity or expression, disability status, protected veteran status, or any other characteristic protected by law. Applicants who require an accommodation to participate in the job application or hiring process should contact [email protected].