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 including power, automotive, ammunition, coinage, construction materials, refrigeration, electronics, and many other industries.

Wieland’s culture is built on core values: safety, ambition, optimism, reliability, ownership, diversity, and respect.

About the Role

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

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 for other CSRs.
• 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 as needed.
• Approve daily operational decisions within defined guidelines.
• Escalate policy exceptions and strategic decisions to the CSR Manager.
• Perform customer price review and commodity review.

Requirements

• High school diploma or equivalent required; Associate’s 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/root cause analysis abilities.
• Cross-functional coordination skills.
• Excellent communication and time management.
• Continuous improvement mindset.
• Attention to detail and accountability.
• Ability to lead and guide team members.