Customer Service Lead
Core
Lead and oversee daily customer service operations, acting as the primary escalation point for complex issues while coaching team members.
Role type
Senior Customer Service Lead (Team Lead)
Builds
Customer satisfaction and operational excellence in a high-volume environment
Domain
Manufacturing / Industrial Distribution
Deliverable
dashboards & analysis
Required skills
Team leadership, complex issue resolution, order management, process improvement, stakeholder coordination, data analysis, training/coaching
Preferred skills
Manufacturing/distribution experience, supply chain knowledge, metrics analysis
Technologies
ERP systems, CRM tools, Microsoft Office (Excel, Word, PowerPoint, Outlook)
Responsibilities
Serve as subject matter expert and escalation point for complex customer issues; Monitor team performance and workflow to meet service objectives; Collaborate with internal departments to resolve order holds and shortages; Analyze service trends and provide recommendations for operational improvements; Assist with onboarding and coaching new team members.
Seniority
Senior, hands-on IC with team leadership