Inside Sales Team Lead, Pipe & Fittings (Houston, TX)

Position Summary

The Inside Sales/Customer Service Team Lead provides frontline leadership, coaching, and performance oversight for a team of Customer Service Representatives, ensuring exceptional customer service, operational excellence, and alignment with business objectives.

Key Responsibilities

• Team Leadership & Talent Development

• Lead, coach, and develop a team of Customer Service Representatives to achieve service and performance goals.
• Conduct regular performance discussions, one-on-one meetings, and provide input for annual evaluations.
• Establish clear expectations, provide constructive feedback, and hold team members accountable for results and behaviors.
• Support employee development through training and mentoring.
• Assist with recruiting, onboarding, and training new team members.
• Foster a collaborative, high-performing work environment focused on engagement, accountability, and continuous improvement.

• Customer Service Operations

• Oversee daily customer service activities to ensure timely and accurate order processing and issue resolution.
• Maintain visibility of team performance, service risks, and operational challenges.
• Serve as the primary escalation point for complex customer issues and service interruptions.

• Customer Experience & Issue Resolution

• Drive consistent delivery of high-quality customer service across all customer interactions.
• Manage escalated customer concerns and lead resolution efforts to achieve positive outcomes.
• Conduct root cause analysis and implement corrective actions to prevent recurring issues.
• Promote proactive communication to minimize customer disruptions and improve satisfaction.
• Maintain oversight of key accounts and high-priority customer situations.

• Cross-Functional Collaboration

• Partner closely with Sales, Supply Chain, Logistics, Manufacturing, and Credit teams to support customer commitments and business objectives.
• Align customer service priorities with operational capabilities and inventory availability.
• Participate in cross-functional meetings and initiatives to improve service performance and demand planning.
• Advocate for customer needs while balancing operational requirements and business constraints.

• Performance Management & Continuous Improvement

• Analyze team and operational performance metrics to identify trends, opportunities, and risks.
• Drive process improvements that enhance efficiency, accuracy, customer satisfaction, and service consistency.
• Standardize best practices and ensure effective execution across the customer service team.
• Support implementation of system enhancements, process improvements, and operational initiatives.
• Promote a culture of continuous improvement, accountability, and operational excellence.

• Time and Attendance Management

• Review and approve employee timecards, ensuring accuracy and compliance.
• Approve overtime based on business needs and budget considerations.
• Manage and approve vacation requests, personal time, and other time-off requests.
• Ensure appropriate staffing levels and coverage at all times.

Required Competencies

• Leadership & Accountability

• Demonstrated ability to lead by example with integrity, professionalism, and strong decision-making skills.
• Ability to drive accountability, manage performance, and inspire results.

• Communication & Relationship Building

• Excellent verbal and written communication skills.
• Ability to effectively communicate with customers, frontline employees, management, and cross-functional stakeholders.
• Skilled in managing difficult conversations and resolving conflicts professionally.

• Problem Solving & Strategic Thinking

• Strong analytical and decision-making abilities.
• Capable of identifying root causes, evaluating risks, and implementing sustainable solutions.
• Ability to balance customer satisfaction with operational and business requirements.

• Emotional Intelligence & Conflict Resolution

• Ability to manage high-pressure situations with professionalism and composure.
• Demonstrates empathy, sound judgment, and effective conflict management skills.

• Collaboration & Influence

• Proven ability to build strong partnerships across departments and influence outcomes without direct authority.
• Team-oriented leader who promotes collaboration and alignment.

• Adaptability & Resilience

• Ability to lead through change, ambiguity, peak demand periods, and supply chain disruptions.
• Maintains focus and drives performance in fast-paced environments.

• Operational Expectations

• Maintain visibility of team workload, service levels, backlog, and operational risks.
• Support business continuity during periods of high demand or supply constraints.
• Ensure team proficiency in SAP S/4HANA and customer service processes.
• Establish effective communication rhythms within the team and across business functions.
• Make prioritization and exception-handling decisions to ensure optimal customer and business outcomes.

Qualifications

• Bachelor's degree in Business, Supply Chain, Operations, or related field preferred.
• 5+ years of customer service experience in a manufacturing, distribution, or industrial environment.
• 2+ years of leadership, supervisory, or team lead experience preferred.
• Experience with ERP systems, preferably SAP S/4HANA.
• Strong knowledge of order management, customer service operations, and cross-functional business processes.
• Profiency in Microsoft Office applications, including Excel and Power BI reporting tools preferred.

Work Schedule

This role is fully onsite for the first six months and then hybrid schedule available after that (3 days in office & 2 days from home).

Must be able to commute into our Houston, TX office.

The training schedule is Monday-Friday, 7am-4pm for 6 months and then work schedule is Monday-Friday, 7(or 7:30am) to 4(or 4:30pm).