Polytek Development Corp

Customer Support

• Responsible for providing supervisory support to the Consumer Customer Service team and our customers.
• Set the example of how to deliver outstanding customer service and be a supportive team member.
• Answer the phone promptly and courteously, logging all calls into Zoho Desk and Talk Desk.
• Take phone, web and email orders and process them accurately using an electronic order processing system.
• Process credit cards appropriately.
• Provide customers with appropriate product literature, such as Technical Bulletins, Safety Data Sheets, and product catalogs.
• Routinely review and study available resources to best serve customers and understand available resources.
• Support the customer service and technical services teams with resource navigation.
• Encourage and promote best practices.
• Identify coaching opportunities and review regularly with management.
• Learn/understand product specifications, capabilities and mold making and casting methods.
• Understand and stay current on competitive products.
• Respond to customer inquiries regarding product specifications and capabilities and mold making applications.
• Help customers and team members troubleshoot problems with products and processes.
• Provide customers with product selection support and samples to promote sales.
• Present and maintain a positive attitude with regards to Polytek management policies and instructions.
• Promote a high-quality work environment so team members are motivated to perform at their highest level.
• Use appropriate judgement in upward communication regarding department or employee concerns.
• Support the customer service and technical support teams with call escalations and troubleshooting.
• Identify any customer problems and report them to management.

Customer Service Lead