Lead, Customer Svc

About the Role

SPX is a diverse team of unique individuals who all make an impact. The Customer Service Lead is responsible for overseeing the daily execution of customer support and order management activities while ensuring timely, accurate, and customer-focused service. This role serves as a key resource for the Customer Service team by providing guidance, prioritizing workloads, supporting employee development, and helping resolve escalated customer concerns. The Customer Service Lead partners closely with Sales, Operations, Manufacturing, Shipping, and other cross-functional teams to drive operational excellence, improve processes, and deliver an exceptional customer experience. The ideal candidate is a strong communicator, detail-oriented problem solver, and collaborative leader who thrives in a fast-paced environment.

Responsibilities

• Customer Service Operations & Order Management
  • Oversee and prioritize daily order entry activities to ensure timely and accurate processing using FIFO methodology.
  • Process customer orders accurately and efficiently through ERP and order management systems when needed.
  • Monitor workflow, order status, and open customer requests to ensure timely completion and follow-up.
  • Maintain accurate customer records, transactions, and order documentation.
  • Ensure adherence to established customer service processes and service level expectations.
• Customer Support & Escalation Management
  • Serve as a primary escalation point for complex customer inquiries, complaints, and service issues.
  • Respond to customer inquiries through phone, email, and other communication channels with professionalism and urgency.
  • Resolve customer concerns through effective problem-solving and collaboration with internal teams.
  • Foster a customer-first culture focused on responsiveness, quality, and satisfaction.
  • Ensure consistent communication with customers regarding order status, delivery timelines, and issue resolution.
• Team Leadership & Development
  • Provide guidance, coaching, and training to Customer Service team members on systems, procedures, and best practices.
  • Support onboarding and development efforts for new team members.
  • Assist in monitoring team workloads and performance to ensure efficiency and service quality.
  • Promote a collaborative, positive, and accountable team environment.
  • Share knowledge and resources to help improve team capabilities and customer outcomes.
• Cross-Functional Collaboration & Continuous Improvement
  • Collaborate with Sales, Manufacturing, Shipping, Planning, and Operations teams to ensure customer requirements are met.
  • Support resolution of order discrepancies, shipping issues, and process challenges affecting customer satisfaction.
  • Identify process gaps and improvement opportunities to enhance operational efficiency and service performance.
  • Participate in special projects and continuous improvement initiatives that support business objectives.
  • Help drive standardization and best practices across customer service processes.

Requirements

• Required Experience
  • High School Diploma or equivalent required.
  • 3+ years of customer service, order management, or related business experience preferred.
  • Experience working within ERP, order management, or customer service systems.
  • Demonstrated experience supporting or leading work teams, projects, or functional processes.
  • Strong computer proficiency, including intermediate to advanced Microsoft Excel skills.
• Preferred Knowledge, Skills, And Abilities
  • Experience in a manufacturing, industrial, or distribution environment.
  • Familiarity with customer relationship management (CRM) systems.
  • Knowledge of continuous improvement methodologies and process optimization.
  • Previous leadership, lead, mentoring, or supervisory experience.
  • Experience managing customer escalations and driving issue resolution.
• Education & Certifications
  • High School Diploma or equivalent required.
  • Associate's or Bachelor's degree in Business, Communications, Supply Chain, or a related field preferred.

Schedule

Hybrid work environment with 2-3 days in office.

Benefits

• Generous and flexible paid time off including paid personal time off, caregiver, parental, and volunteer leave.
• Competitive health insurance plans and 401(k) match, with benefits starting day one.
• Competitive and performance-based compensation packages and bonus plans.
• Educational assistance, leadership development programs, and recognition programs.