Customer Service Team Lead

About the Company

Wieland is a global leader in copper and copper alloy manufacturing, processing, and distribution. We provide a large product and service portfolio serving industries including power, automotive, ammunition, coinage, construction materials, refrigeration, electronics, and many others.

Wieland’s culture is built on core values that shape a fun and rewarding workplace: safety, ambition, optimism, reliability, ownership, diversity, and respect.

About the Role

This fully on-site position in Lima, Ohio, serves as the Customer Service Team Lead, providing day-to-day leadership, coordination, and coaching for the CSR team while continuing to support customer accounts or advanced CSR responsibilities. The role acts as the first point of escalation and a liaison between the team and management.

Responsibilities

• Lead daily workflow prioritization and workload balancing for the CSR team.
• Serve as first-level escalation for customer or internal issues.
• Coach, train, and support CSRs on systems, processes, and customer interactions.
• Monitor service levels, responsiveness, and quality standards.
• Support onboarding and cross-training of new team members.
• Partner with management on capacity planning and process improvement initiatives.
• Continue to perform CSR duties as assigned.
• Mentor lower-level CSRs informally and provide coverage support as needed.
• Monitor individual and team performance against service level agreements, quality standards, and productivity metrics.
• Provide ongoing coaching, feedback, and corrective guidance.
• Participate in hiring, onboarding, training, and performance management.
• Escalate attendance, conduct, and performance issues in accordance with company policy.
• Escalate risks, performance concerns, and resource needs proactively.
• Oversee scheduling, workload distribution, and queue management.
• Ensure consistent application of policies, procedures, and customer service standards.
• Review customer interactions for quality, professionalism, and compliance.
• Identify recurring service issues, trends, or training gaps.
• Communicate operational priorities, updates, and expectations to the team.
• Act as a liaison between CSRs and CSR Management.
• Support cross-functional coordination with Operations, HR, and other departments.
• Approve daily operational decisions within defined guidelines.
• Escalate policy exceptions and strategic decisions to the CSR Manager.
• Conduct customer price review and commodity review.

Requirements

• High school diploma or equivalent (required).
• Associate’s degree or higher (preferred).
• Advanced CSR experience (2 years).
• Proficient in basic computer skills (Microsoft Suite).
• ERP/MRP system proficiency.
• Strong customer issue resolution and prioritization skills.
• Strong communication and collaboration skills.
• Quality awareness and problem-solving abilities, including root cause analysis.
• Cross-functional coordination experience.
• Excellent time management and adaptability.
• Attention to detail and accountability.
• Ability to lead and guide team members.
• Continuous improvement mindset.