What are the responsibilities and job description for the Customer Service Team Lead position at Hoffmaster?
Hoffmaster is where tradition meets innovation. For decades, we’ve been a trusted name in foodservice products but what truly sets us apart is our people. We’re a team of problem-solvers, creators, and collaborators who are passionate about delivering high-quality, sustainable solutions. Here, your ideas matter, your growth is supported, and your work helps shape experiences people enjoy every day. With a strong legacy and a forward-thinking mindset, we’re driven by creativity, collaboration, and a commitment to sustainability. If you’re looking to elevate your career with a company that’s constantly evolving, you’ll fit right in here.
What’s so special about us?
From paper plates and napkins to paper straws, party supplies, and food wrap, Hoffmaster is a leader in the tableware industry.
What truly sets us apart is our people: Here your ideas don’t just get heard, they help shape what’s next. Your growth is supported, your contributions are valued, and your work plays a role in creating moments people enjoy every day.
Create. Collaborate. Elevate….your dining table and your career!
About The Role
The Customer Service Team Lead supports day-to-day customer service operations by serving as a first point of contact for team member questions, system support, training, and escalations. This role helps promote a positive team culture through effective communication, availability, collaboration, and a strong focus on service excellence.
How You Will Make An Impact
- Serve as the first point of contact for Customer Service Representative questions, escalations, and day-to-day support needs.
- Directly handle complex customer inquiries, troubleshoot issues, and provide timely solutions
- Enhance cross-functional collaboration by working with production, sales, marketing, logistics, and IT to improve efficiency and customer satisfaction.
- Maintain customer service policies and procedures, ensuring team members are trained and aligned with current processes.
- Develop reports to monitor performance metrics, analyze service trends, and recommend areas for improvement.
- Mitigate inventory risks through proactive communication and alternative solutions to minimize customer impact.
The Essentials
- Associates Degree in Business, Communications, or related field preferred
- 4 years of experience in customer service
- Effective problem-solving, logical thinking, and critical thinking abilities.
- Ability to support team goals while balancing daily operational needs.
- Ability to analyze complex data and make informed scheduling decisions.
- Strong organizational, time management, and problem-solving skills.
- Excellent communication and interpersonal skills with the ability to work cross-functionally.
- Ability to manage multiple priorities in a fast-paced environment.
Because You Deserve It
We don’t just hire great people—we take care of them.
- Competitive salary and incentives
- Time off that lets you recharge
- Retirement savings options
- Growth opportunities that elevate your career
- Comprehensive Medical, Dental, and Vision benefits
- Pet insurance—because your furry friends matter too
Stay Connected- follow us on LinkedIn and explore more on our website:
Hoffmaster: Overview | LinkedIn
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We invite all qualified applicants to apply, including individuals with disabilities or protected veterans, and provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or disability. We provide reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation to apply or interview, please contact Recruitment@Hoffmaster.com
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