What are the responsibilities and job description for the Customer Service Lead position at Old Mill Building Products?
About the Role
Old Mill Building Products is hiring a Customer Sales & Support Lead to be the voice of our customers and the heart of our service team. You’ll handle daily customer calls, emails, and showroom visits—helping with orders, tracking, shipping, and quotes—while also setting the tone for how we serve and communicate as we grow.
This position blends customer support, sales coordination, and leadership potential. You’ll start by mastering our products, systems, and service process, then help us improve how we respond, organize, and deliver a great customer experience.
What You’ll Do
- Answer incoming calls and emails from customers, contractors, and retailers
- Help customers with orders, shipping updates, product information, and troubleshooting
- Prepare and send sales quotes and order confirmations
- Work with the warehouse and logistics team to coordinate shipments
- Greet visitors in the showroom, guide them through products, and assist with purchases
- Keep the showroom organized, clean, and welcoming
- Track and update all customer interactions in HubSpot (training provided)
- Identify trends or recurring issues and help refine processes for faster, clearer service
- Support the sales team with product details, quotes, and order follow-up
- Take ownership of customer communication quality and help define best practices for the growing support team
What You’ll Bring
- 2 years in customer service, inside sales, or order support (building materials or manufacturing a plus)
- Strong written and verbal communication skills
- Detail-oriented with solid follow-through on calls and emails
- Experience with Microsoft Office; CRM familiarity (HubSpot preferred)
- Friendly, patient, and confident in handling customer requests
- Comfortable working on-site full-time in our American Fork office and showroom
Who You Are
- Hungry: You’re eager to take ownership, solve problems, and build something better.
- Humble: You care about the customer first and value teamwork over ego.
- Smart: You know how to read people, stay composed under pressure, and communicate clearly.
Growth Path
This is a foundational role that will evolve as Old Mill grows its customer support function. The right person will have the opportunity to help shape our systems and eventually lead a small customer support team.
Why Old Mill
Old Mill Building Products designs and manufactures innovative building solutions that combine real materials with modern installation systems. We’re built on reliability, authenticity, and versatility. You’ll join a tight-knit, hard-working team that takes pride in doing things right and helping customers transform their spaces with confidence
Salary : $55,000 - $70,000