Customer Service Team Lead
Core
Lead a dedicated customer service team to deliver exceptional support and problem resolution for clients in the industrial safety industry.
Role type
Senior Customer Service Team Lead
Builds
Customer service operations, team performance, and client relationships for Justrite Safety Group
Domain
Industrial safety / B2B services
Required skills
B2B customer service management, team leadership and talent development, metrics-based performance management, negotiation and account management, operational excellence, cross-functional collaboration, data analysis and reporting, CRM proficiency (Salesforce), Microsoft Office (Excel, PowerPoint)
Preferred skills
Experience in workplace safety, industrial products, manufacturing, mining, construction, transport, utilities, experience with national/regional industrial distributors
Technologies
Salesforce, Microsoft Office, Excel, PowerPoint
Responsibilities
Lead customer service organization including day-to-day leadership, talent management, and staffing; Deliver ongoing feedback on customer service processes including engagement, qualification, and closing strategies; Develop Customer Service Representatives through daily supervision and performance management; Provide account management and meet assigned sales performance goals; Identify and drive key performance standards and metrics; Partner with Sales, Marketing, and cross-functional teams to ensure consistent information flow and training; Monitor sales conversion levels and call handling trends; Guide resolution of escalated calls and issues; Generate and analyze reports for monthly team reviews; Contribute to continuous improvement initiatives
Seniority
Senior, hands-on IC with team leadership