Customer Service Lead

Description

Function & Responsibility 

The Customer Service Lead acts as the operational bridge between senior management and frontline teams. This role is responsible for translating the Global Customer Service Manager goals into actionable plans, coordinating day-to-day operations, and ensuring consistent service delivery across the team. Key responsibilities include:

Requirements

On-site at the manufacturing facility.          

Primary Responsibilities:

• Translates global strategy into actionable operational plans for the team
• Coordinates day-to-day customer service operations and workflows
• Coaches, manages and develops the assigned team members.
• Monitors team performance against targets
• Identifies training needs and supports professional development initiatives
• Lead the onboarding process for new team members
• Escalates complex issues and risks to the Global Customer Service Manager
• Produces regular performance reports and team updates for senior management
• Handles scheduling, shift planning, and workforce coverage across the team
• Acts as the primary point of contact for an assigned customer territory
• Processes sales orders and maintains accurate records across all transactions
• Prepare quotes, proposals, and sales reports for the team
• Manages and updates customer data within the CRM system
• Handles correspondence, scheduling, and administrative tasks for the team
• Supports the team with customer scalations
• Ensures accuracy and compliance in all sales documentation and filing
• Support the Finance team in resolving customer collection issues
• Reviews backlog at month end and works with the team to ship all shippable items
• Reviews backlog at the beginning of the month and works with planning to obtain recovery dates for orders past due from the prior month
• Coordinate and support intercompany reconciliation activities related to customer orders
• Completes assigned training and development programs 
• Meets and maintains established key performance indicators (KPIs) and service level expectations
• Available to work across different time zones to support global operations and customer needs
• Takes on additional responsibilities as business needs evolve, demonstrating flexibility and a willingness to contribute wherever the team needs most

 Knowledge, Skills, and Abilities Required 

• Strong knowledge of customer service, order management, inside sales, and account support processes. 
• Experience with ERP systems, reporting, KPI tracking, and Microsoft Office (Excel, Outlook, teams, etc.). 
• Understanding of inventory, lead times, intercompany transactions, and collections support. 
• Strong leadership, onboarding, coaching, and team coordination skills. 
• Excellent communication, problem-solving, and conflict resolution abilities. 
• Ability to manage multiple priorities, high-volume customer interactions, and key account meetings in a fast-paced environment. 
• Strong attention to detail with the ability to analyze data, identify issues, and drive process improvements. 
• Ability to collaborate effectively with Sales, Finance, Supply Chain, and Operations teams.

Minimum Qualifications 

• Bachelor’s degree in business administration, Supply Chain, Logistics, or related field preferred (or equivalent experience). 
• 3 years of experience in customer service, sales administration, inside sales, or account management in a B2B environment. 
• 2 years of leadership or team lead experience preferred. 
• Experience managing key accounts, escalations, and customer relationships in a high-volume environment. 
• Strong experience with ERP/CRM systems, order management, reporting, and KPI tracking. 
• Background in manufacturing, distribution, or supply chain operations strongly preferred. 
• Proven experience supporting cross-functional teams including Sales, Finance, Supply Chain, and Operations.
  

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Fast-paced, deadline-driven environment. On-site at the manufacturing facility.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to walk and reach with hands and arms. Requires the individual to work at a desk on  a computer for an extended period of time with periods of time in which they will have to move around the office for interaction with others. Requires interaction with others via the telephone and email for extended periods of time.

Requires light physical effort such as stopping and bending, and occasional lifting of lightweight objects (up to 25 pounds). The noise level in the work environment is low to moderate.