Customer Service Lead

About the role

Our client is looking for an experienced Customer Service Lead to guide day-to-day service operations and support a high-performing team. This role combines frontline customer support with team leadership, making it ideal for someone who can balance hands-on problem solving with process improvement. The successful candidate will strengthen service standards, build cross-functional partnerships, and help create an organized, responsive customer experience.

Responsibilities

• Support a small customer service team, providing guidance that strengthens performance, consistency, and individual growth.
• Contribute directly to daily service activity by responding to customer questions, resolving concerns, and assisting with routine account and order-related needs.
• Set team priorities and performance expectations while reinforcing accountability for service levels, quality, and follow-through.
• Review workloads, turnaround times, order accuracy, and overall service effectiveness to identify areas needing attention.
• Take ownership of complex or escalated customer matters and drive practical resolutions in a timely, effective manner.
• Partner with internal groups such as sales, operations, purchasing, and logistics to ensure customer requests are addressed accurately and efficiently.
• Maintain complete and reliable customer and order records, ensuring documentation is up to date and aligned with business requirements.
• Recognize recurring service challenges, investigate underlying causes, and implement improvements that reduce repeat issues.
• Lead onboarding, coaching, and performance feedback efforts for team members while fostering a cooperative and customer-focused environment.

Requirements

• At least 5 years of experience in customer service, including prior responsibility for leading a service team either directly or indirectly.
• Proven leadership qualities.
• Strong attention to detail with a consistent focus on accuracy in orders, records, and communication.
• Comfortable taking an active, hands-on role in day-to-day customer service operations.
• Clear written and verbal communication skills, with the ability to handle customer concerns with sound judgment and professionalism.
• Strong organizational skills and the ability to manage competing priorities in a fast-paced environment.
• Proficiency with Microsoft Office and experience using CRM, order management, or customer service platforms such as HubSpot.

Pay

$60,000–$70,000/year (paid hourly)

Benefits

• Health: BCBC PPO (high deductible) or HMO
• HSA with company contribution
• 401K with contribution
• 2 weeks PTO
• 7 sick days
• Standard holidays

ORDER ENTRY INTO A CRM AT A MANUFACTURING COMPANY IS REQUIRED. CANDIDATES WITHOUT THIS EXPERIENCE WILL NOT BE CONSIDERED.