Customer Service Lead

About the role

The Customer Service Lead will serve as a senior member of the Service Center team, leading by example in customer service and order management. This role involves distributing and prioritizing work, monitoring operations, ensuring quality standards, and supporting team effectiveness.

Responsibilities

• Lead by example by actively handling customer orders, inquiries, and issue resolution with a high level of quality, accuracy, and responsiveness
• Distribute and prioritize work across the team to ensure timely order processing and balanced workload
• Monitor daily operations to ensure service levels, turnaround times, and customer expectations are consistently met
• Ensure quality standards in order entry, communication, and issue resolution through real-time guidance and coaching
• Serve as a go-to resource for team members by providing support on complex orders, technical questions, and process challenges
• Review and analyze key performance metrics (order accuracy, cycle times, service levels, etc.) and identify trends or opportunities for improvement
• Partner with the Service Center Manager to support operational performance and continuous improvement initiatives
• Drive consistency in processes and best practices across the team to enhance productivity and customer satisfaction
• Support onboarding and informal training of new and existing team members through hands-on coaching and knowledge sharing
• Facilitate communication within the team to ensure alignment on priorities, escalations, and customer needs
• Aid in resolving customer concerns and ensuring proactive, professional communication
• Maintain compliance with company policies, safety standards, and code of conduct

Requirements

• High school diploma or GED required; additional education in Business or related field preferred
• Minimum of 5 years of experience in customer service, order management, or a related industry
• Demonstrated ability to lead through influence and example rather than formal authority
• Strong problem-solving and analytical skills, with the ability to interpret and act on data
• Excellent communication skills (written and verbal)
• Strong attention to detail and commitment to quality
• Ability to balance individual workload with team support responsibilities
• Highly organized with the ability to prioritize in a fast-paced environment
• Team-oriented mindset with a collaborative approach
• Proficiency in Microsoft Office (Outlook, Excel, Word)
• Experience with ERP systems and order processing tools preferred

Qualifications

• High school diploma or GED required
• Minimum of 5 years of experience in customer service, order management, or a related industry
• Strong problem-solving and analytical skills
• Excellent written and verbal communication skills
• Attention to detail and commitment to quality
• Ability to balance individual workload with team support responsibilities
• Highly organized with the ability to prioritize in a fast-paced environment
• Team-oriented mindset with a collaborative approach
• Proficiency in Microsoft Office (Outlook, Excel, Word)
• Experience with ERP systems and order processing tools preferred

Skills

• Leadership and influence
• Problem-solving and analytical skills
• Communication (written and verbal)
• Attention to detail
• Quality assurance
• Teamwork and collaboration
• Microsoft Office proficiency
• ERP systems and order processing tools

Benefits

• Competitive Salary
• Paid Vacation, Sick Time, and Paid Company Holidays
• Medical, Dental, Vision, 401(k), Short and Long-term Disability, Life and AD&D Insurance
• Tuition Reimbursement, Learning and Career Development opportunities
• Flexible Spending
• Employee Assistance Program
• Discount portal
• Recognition, well-being, and employee experience programs

Pay

Competitive Salary

Schedule

Not specified