Team Lead Customer Service

About the role

This position is responsible for providing exceptional customer support by processing orders, addressing customer inquiries, and resolving issues in a timely and professional manner to ensure customer satisfaction and retention. The Sr. Customer Service Representative (CSR) will work closely with the Sales and Operations teams to ensure customer satisfaction and efficient order fulfillment. As a senior member of the customer service team, this role provides day-to-day guidance, support, and oversight to peers, helping to drive consistency, quality, and adherence to processes.

Principal Duties and Responsibilities

• Serve as the primary point of contact for customer inquiries via phone, email, and other communication channels
• Provide day-to-day guidance and direction to Customer Service team members, promoting consistency in processes and service delivery
• Act as the primary escalation point for complex customer issues and support timely resolution
• Support onboarding and training of new team members, including systems, processes, and best practices
• Maintain strict adherence to documentation standards to support customs clearance and regulatory compliance
• Act as a key liaison between Sales, Operations, Logistics, and Finance to ensure alignment and prevent errors
• Assist in resolving customer complaints, claims, returns, and exchanges
• Provide basic technical support and accurate product and service information to customers
• Maintain accurate records of customer interactions and transactions for reporting and analysis
• Generate and distribute customer reports and support invoicing and billing processes as needed

Qualifications

• Education: High School Diploma or equivalent required. Associate or Bachelor’s Degree in Business Administration, Supply Chain, or a related field preferred.
• Experience: Minimum 3–5 years of experience in customer service, order processing, or a related role. 3+ years of demonstrated leadership experience, including providing guidance, training, or informal oversight to team members. Prior experience working with ERP/MRP systems preferred.
• Certifications/Licenses: Certified Customer Service Professional (CCSP) an asset.

Skills And Abilities / Core Proficiencies

• Strong communication skills, both verbal and written
• Demonstrated leadership capability with the ability to guide, support, and influence team members without direct authority
• Strong decision-making and problem-solving skills, particularly in handling escalations
• Ability to provide coaching, training, and knowledge sharing to support team development
• High level of accountability with ownership of both individual and team outcomes
• Excellent customer service skills with strong attention to detail and accuracy
• Able to multitask, prioritize workload, and manage time effectively in a fast-paced environment
• Strong organizational skills with a focus on data accuracy and documentation compliance
• Proficiency in Microsoft Office Suite and customer service-related systems

Physical Requirements

• The physical requirements for this job include the ability to sit for extended periods while using a computer. There may also be occasional lifting of office supplies or small packages up to twenty-five (25) lbs. Additionally, the role involves the ability to engage in repetitive tasks, such as data entry.

Work Conditions

• The position is office-based with occasional interaction with warehouse or operations teams.
• The work schedule follows standard business hours, with occasional overtime as needed.

Equal Opportunity Statement

It has been and will continue to be the policy of Flowchem and affiliates not to discriminate against any employee or applicant for employment because of their race, color, religion, national origin, age, sex, sexual orientation, gender identity, gender expression, veteran status, disability, or other legally protected status.