What are the responsibilities and job description for the Customer Service Lead position at The Image Group?
Customer Service Lead
We are seeking a dedicated and proactive Customer Service Lead to join our team. This role is essential in providing exceptional support to our clients, ensuring their needs are met while fostering strong relationships. The ideal candidate will possess customer service and supervisor skills, with a focus on programs support in the Promotional Products Industry.
Key Responsibilities:
· Lead, coach and support our customer service team
· Manage customer inquiries, conflicts and escalations with confidence and professionalism
· Train team members on systems, service expectations and best practices
· Collaborate with cross-functional partners in sales, production and operations
· Support e-commerce program workflows and ERP-related tasks
· Identify KPIs.
Required Skills & Experience
· Industry Experience in promotional products or a closely related field
· Supervisor Experience, including mentoring and training
· Conflict Comfortable, skilled in handling customer escalations, training and team leadership
· Data Management and Analytics, ability to interpret data, identify trends and support decision making
· ERP/E-Commerce Systems Aptitude, comfortable navigating and learning order management or online store platforms.
· Process Mindset, ability to streamline workflows, documentation and improve efficiency
· Initiative & Persistence, a self-starter with strong problem-solving skills and follow-through.
Why Join Us?
· Collaborative, supportive team culture
· Opportunity to influence service quality and team development
· Full benefits package
· Fun work environment
Join Us in Shaping the Future of Branded Merchandise!
Ultimately, our goal is to develop a formal relationship as the preferred supplier and strategic marketing partner of branded merchandise for each of our key customers and prospects.
For more information, please contact Paula Cruz. HR Manager at 419-930-2255 or email your resume to pcruz@theimagegroup.com.
Job Type: Full-time
Pay: From $45,748.45 per year
Benefits:
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Referral program
- Vision insurance
Work Location: Hybrid remote in Holland, OH 43528
Salary : $45,748