Customer Service Lead

Join us as a Customer Service Lead and become a vital part of a vibrant team committed to delivering outstanding service experiences. Your leadership will empower others, elevate our brand reputation, and create lasting relationships with our valued customers.

Job Overview

We are seeking an energetic and dedicated Customer Service Lead to inspire and guide our team towards delivering exceptional customer service experiences . In this pivotal role, you will oversee daily customer service operations, as well as interactions between sales, warehouse operations, customers, and company leadership. Your guidance will drive the team’s success in resolving inquiries efficiently, managing escalations, and maintaining high service standards ultimately driving customer satisfaction. Candidate will be responsible for fostering a positive environment that promotes teamwork and continuous improvement.

We are seeking an operations-minded professional. This role requires strong systems experience, operational thinking, and the ability to coordinate effectively between departments to ensure exceptional service and smooth operations.

Duties

• Lead, motivate, and supervise the customer service team to meet and exceed performance goals.
• Manage/maintain daily operations, including scheduling, task delegation, and workflow optimization.
• Ensure accurate inventory allocation and order prioritization.
• Respond to customer inquiries via phone, email, chat, or in person in a professional and timely manner.
• Support the sales team with order coordination, reporting, and operational insight.
• Proactively identify and resolve order or inventory issues.
• Provide training and coaching to enhance team members’ communication, problem-solving, and sales skills.
• Process orders, returns, refunds, exchanges, and account updates accurately.
• Handle complex customer escalations with professionalism and effective negotiation techniques.
• Generate operational reports using ERP systems and Excel.
• Analyze customer feedback and service metrics to identify areas for improvement.
• Collaborate with cross-functional teams to implement process enhancements and new initiatives.
• Maintain product showroom/coordinate sampling requests.
• Work with internal teams to ensure displays and sample materials remain current.

Requirements

• Proven 5 years experience in customer service management or supervisory roles with a focus on leadership and team development.
• Strong project management skills to coordinate multiple tasks efficiently.
• Strong experience working with ERP systems and order management platforms.
• Excellent communication skills—both verbal and written—to clearly convey expectations and feedback.
• Advanced Excel skills and experience creating operational reports.
• Demonstrated analysis skills for interpreting performance data and customer insights.
• Proficiency in negotiation techniques to resolve conflicts and upsell products or services.
• Previous experience in sales environments is advantageous to support revenue growth initiatives.
• Basic knowledge of shipping systems/warehouse operations.
• Ability to manage multiple priorities in a fast-paced setting while maintaining high standards of service

About La Ribbons and Crafts Inc.

La Ribbons and Crafts Inc. is a leading supplier of decorative ribbon, packaging, and craft products serving retailers and businesses across the U.S with locations in Massachusetts, New York, Atlanta, and Dallas. With a strong foundation in product development, manufacturing, sourcing, and customer service, we continue to grow across wholesale, retail and e-commerce channels. Our new Western Massachusetts distribution center is a key part of our expansion, and this role will play a critical part in its success. Our team members have the opportunity to make a direct impact on the business while contributing to a company that is actively expanding its footprint capabilities.

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• Dental insurance
• Health insurance

Work Location: In person

Salary : $60,000 - $70,000