Customer Service Team Lead (2231)

About the role

The Customer Service Team Lead oversees the daily operations of the Customer Service team, serving as a primary liaison between Gelest and its customers. Key responsibilities include managing customer interactions, providing frontline leadership, and ensuring consistent execution of customer service standards and business objectives.

Responsibilities

• Handle complex customer interactions and provide recommendations for appropriate products or services.
• Attract and support customers by answering product, service, and order-related questions.
• Maintain and update customer accounts, including updates, changes, cancellations, and account maintenance.
• Place or cancel orders from direct customers, distributors, and agents.
• Resolve product issues and customer complaints by investigating concerns, coordinating corrective actions, and communicating resolutions.
• Recommend potential products or services to management based on customer information and needs.
• Prepare product or service quotes by collecting and analyzing customer information.
• Compile and provide reports on overall customer satisfaction.
• Oversee changes in policies or renewals.
• Collaborate with the Customer Service Manager to ensure proper customer service is being delivered.
• Coordinate daily workflow and prioritize team assignments to ensure timely processing of customer orders and inquiries.
• Approve or recommend routine customer service decisions within established authority.
• Serve as the primary escalation point for complex customer issues requiring cross-functional support.
• Coach, mentor, and train customer service representatives on processes, systems, and best practices.
• Aid in onboarding and training of new Customer Service team members.
• Identify opportunities to improve customer service processes, documentation, and operational efficiency.

Requirements

• Minimum High School Diploma. Some college with a technical discipline (i.e., chemistry, chemical engineering) is preferred.
• A minimum of 5 years of related customer service experience, preferably in the chemicals business. Prior experience in a lead, senior, or mentoring capacity is strongly preferred.
• Advanced problem-solving and decision-making capabilities.
• Attention to detail, professional demeanor, computer familiarity, and ability to modify tasks to improve customer satisfaction.
• Proficiency in using ERP systems, CRM systems, Microsoft Office Suite, and other relevant software applications.
• Strong verbal and written communication skills to collaborate with customers and troubleshoot problems with customer orders.
• Ability to interact on a personal level with all facets of the customer’s organization – including technical and purchasing staff.
• Communication skills consistent with requirements for a professional presentation of Gelest Inc. and its associated businesses, technologies, and customers.
• Ability to lift up to 15 pounds.
• Foreign language skills are a plus.

Qualifications

• Competencies: Minimum High School Diploma, some college with a technical discipline, 5+ years of related customer service experience, advanced problem-solving and decision-making capabilities, attention to detail, professional demeanor, computer familiarity, ability to modify tasks to improve customer satisfaction, proficiency in relevant software applications, strong communication skills, ability to interact with customers, ability to lift up to 15 pounds, foreign language skills.

Skills

• Customer service leadership
• Problem-solving and decision-making
• Customer interaction management
• Account management
• Order processing
• Product recommendation
• Report preparation
• Process improvement
• Team coordination
• Escalation management
• Training and mentoring

Benefits

Competitive benefits package includes Employee Assistance Programs, curated self-paced learning & development programs, Mitsubishi Chemical Group (MCGC) and any of our subsidiaries do not accept unsolicited resumes from individual recruiters or third-party agencies. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or HR team. No placement fees will be paid to any firm unless specifically invited on the search by the MCGC Talent Acquisition team and such candidate was submitted to the MCGC Talent Acquisition Team via our Applicant Tracking System. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. Applicants with disabilities may be entitled to a reasonable accommodation under the Americans with Disabilities Act and/or other applicable laws. If you require accommodation due to a disability at any time during the recruitment and/or assessment process, please contact Talent Acquisition.