Job Summary:

The Customer Support Lead plays a pivotal role in ensuring ECS maintains its reputation as the leading corrosion solution provider through consistent, high-quality customer support. This position is a working lead responsible for providing direction and leadership to the Customer Support team while overseeing all post-sale support customer-related activities. The role focuses on delivering exceptional customer experience, driving process improvements, and supporting a growing customer support function.

Supervisory Responsibilities:

• None

Duties/Responsibilities:

• Deliver “white glove” support by anticipating customer needs, exceeding expectations, and ensuring customers feel valued.
• Perform all activities of a Customer Support Specialist, including order processing from quote to completion.
  • Process orders from quote through completion, including international orders.
  • Coordinate with external vendors for repairs as needed.
  • Interact with customers via phone, email, online chat, and virtual meetings.
  • Gather field service visit details and log all customer interactions in Salesforce.
  • Resolve post-sale inquiries, including order status and shipping issues, with creativity and urgency
  • Accurately document all customer communications and activities in Salesforce.
• Serve as the primary coordinator of customer support activities and ensure seamless communication across teams.
  • Coordinate with the Production team to prioritize shipping and fulfill customer commitments.
  • Collaborate cross-functionally across the organization with the Sales, Engineering, Production, and Field Service teams to resolve technical or process-related issues.
  • Standardizes methods and training for Customer Support team, building strength into team with redundant skill sets and flexibility to use resources most efficiently
• Maintain a visual metrics board to track department performance metrics
• Recommend and document process improvements to enhance team effectiveness.
• Train new Customer Support Specialists and assist in the generation of training documents
• Ensure adequate team coverage to maintain responsive customer support.

Required Skills/Qualifications:

• Experience coaching, mentoring, and developing customer-focused team members
• Strong communication (written and verbal) and interpersonal skills
• High accountability and self-motivation
• Exceptional organization, leadership, and prioritization abilities
• Proactive problem-solving mindset
• Proficiency in Microsoft Outlook and Word
• Ability to manage and maintain Salesforce reports and dashboards
• Proficient data aggregation in a service environment
• Proven ability to plan and manage team priorities to generate maximum efficiency and productivity with demonstrated effectiveness.
• Ability to work through multiple obstacles to complete daily tasks
• High energy individual with contagious effect who motivates teams and fosters a positive, safe, and inclusive work environment
• Problem solver who stays calm under pressure and makes data-informed decisions

Preferred Skills/Abilities:

• Experience in CRM management software: Salesforce
• Experience with RingCentral
• Experience with Microsoft Office Suite

Education and Experience

• HS Diploma or equivalent – required
• 3 years of customer service experience – required
• 1 year of customer service team leadership experience – required

Physical Requirements/Working Conditions:

• This is an in-office position requiring working regular business hours at ECS headquarters