· Coordinate Customer Service team, assist with preparation of work schedules · Communicate updates and changes to the Customer Service team in a timely manner · Resolve issues that may arise, including customer requests, complaints and supply shortages · Maintain process documents in the system to ensure content accuracy · Provide exceptional customer service using appropriate questioning techniques and active listening to assess customer needs and determine the appropriate resolution · Through review of daily, weekly and monthly reporting, ensure optimal scheduling of resources to achieve business goals · Responsible for inbound and outbound call and email management · Support the Head, Customer Experience in administrative functions · Other duties as required/assigned