Customer Service Lead

About the role

This is a contract opportunity with a growing manufacturing organization in Coxsackie, NY. The Customer Service Lead will serve as a key resource for customers, collaborate across multiple departments, streamline processes, develop standard operating procedures, and help build a customer service function that is efficient, responsive, and best-in-class. The role involves leading process improvement, delivering an exceptional customer experience, and driving operational excellence in a fast-paced environment.

Responsibilities

Lead Process Improvement & Team Development

• Develop and maintain Standard Operating Procedures (SOPs) to create consistency, efficiency, and scalability.
• Evaluate and modernize current customer service processes, workflows, and strategies.
• Identify opportunities for continuous improvement and implement solutions that enhance service quality and operational performance.
• Help establish best practices and support the ongoing growth of the customer service function.

Deliver an Exceptional Customer Experience

• Become a trusted product resource and assist customers with product applications, order quantities, and related inquiries.
• Respond promptly and professionally to customer requests while ensuring a high level of service and satisfaction.
• Manage customer orders from entry through fulfillment, verifying pricing, shipping instructions, warehouse selection, and delivery requirements.
• Prepare quotations, samples, and other customer requests accurately and efficiently.

Drive Operational Excellence

• Partner closely with sales, operations, production, shipping, and warehouse teams to ensure customer expectations are met.
• Monitor daily customer service and shipping activity, proactively identifying and resolving issues.
• Track customer concerns, order discrepancies, and service trends while maintaining detailed documentation.
• Ensure accuracy, accountability, and responsiveness across all customer-facing processes.

Requirements

• 3+ years of customer service experience, preferably within manufacturing, logistics, supply chain, order processing, or call center environments.
• Proven ability to improve processes, build procedures, and contribute to departmental efficiency.
• Strong communication skills with the ability to build positive relationships internally and externally.
• Exceptional organization, time management, and multitasking abilities.
• High attention to detail with a commitment to accuracy and quality.
• Proficiency with Microsoft Office, particularly Excel.
• Experience with CRM systems and Windows-based platforms.
• Comfortable working collaboratively, accepting feedback, and contributing to a team-oriented culture.
• Experience with Microsoft Dynamics CRM, order entry, shipping coordination, or logistics support is a plus.

Benefits

• Medical, vision, dental, and life and disability insurance available to contract/temporary professionals.
• Eligibility to enroll in the company 401(k) plan.