What are the responsibilities and job description for the Customer Service Lead position at Van's Aircraft?
Introduction
Van’s Aircraft is seeking a dedicated and experienced Customer Service Lead to help lead our Customer Service team and deliver an exceptional customer experience. In this role, you will support daily team operations, mentor representatives, resolve complex customer issues, and manage relationships with some of our largest and most strategic accounts. This position is ideal for someone who thrives in a fast-paced environment, enjoys coaching others, and excels at problem-solving and communication.
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Key Responsibilities
What You’ll Bring To The Team
Work Environment
This role is performed on-site at Van’s Aircraft in Aurora, Oregon. The Customer Service Lead will work in a dynamic office environment that interacts closely with production, shipping, and engineering teams. The position requires regular phone and email communication, computer-based work, and in-person customer interactions. Some flexibility may be needed during high-volume periods to support team and customer needs.
Van’s Aircraft is seeking a dedicated and experienced Customer Service Lead to help lead our Customer Service team and deliver an exceptional customer experience. In this role, you will support daily team operations, mentor representatives, resolve complex customer issues, and manage relationships with some of our largest and most strategic accounts. This position is ideal for someone who thrives in a fast-paced environment, enjoys coaching others, and excels at problem-solving and communication.
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Key Responsibilities
- Provide day-to-day oversight and support to the Customer Service team.
- Serve as the escalation point for difficult or sensitive customer inquiries, including high-value, high-visibility, or technical situations.
- Handle complex case management, ensuring timely, accurate, and customer-focused resolutions.
- Manage relationships with key accounts and strategic partners; maintain clear and proactive communication to support long-term customer loyalty.
- Monitor workloads and queues to ensure responsiveness and adherence to service standards.
- Review, audit, and approve escalated orders, adjustments, and special requests.
- Support training, onboarding, and ongoing coaching for Customer Service Representatives.
- Partner with cross-functional teams including Shipping, Supply Chain, Sales, Tech Support, and Finance to resolve issues.
- Assist the Customer Service Manager in implementing process improvements, developing SOPs, and supporting department initiatives.
- Track and report on key customer service metrics and trends.
- Model Van’s values, professionalism, accountability, and excellence in all interactions.
What You’ll Bring To The Team
- 3–5 years of customer service experience; prior leadership or supervisory experience strongly preferred.
- Exceptional communication skills, both verbal and written, with the ability to defuse challenging situations.
- Strong problem-solving abilities and comfort making decisions with incomplete information.
- Experience handling escalations, high-visibility customers, or complex accounts.
- Ability to train, coach, and mentor a team with patience and professionalism.
- Excellent organizational skills and attention to detail; able to manage multiple priorities at once.
- Proficiency with customer service platforms (Zendesk experience a plus), order processing systems, and basic reporting tools.
- A collaborative, positive attitude and a commitment to maintaining a customer-first culture.
Work Environment
This role is performed on-site at Van’s Aircraft in Aurora, Oregon. The Customer Service Lead will work in a dynamic office environment that interacts closely with production, shipping, and engineering teams. The position requires regular phone and email communication, computer-based work, and in-person customer interactions. Some flexibility may be needed during high-volume periods to support team and customer needs.