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Lead Customer Service Specialist

Job Title: Lead Customer Service Specialist
Department: Customer Service
Reports to: Global Director of Logistics & Customer Service
FLSA Status: Non-Exempt

SUMMARY: As the Lead Customer Service Specialist, you will be responsible for delivering service excellence to both internal and external customers while providing day-to-day leadership and guidance to support the customer service team while driving continuous improvement of processes, procedures, service, and support. The Customer Service Lead works closely with Sales, Finance, Marketing, and Shipping to ensure smooth operations, timely issue resolution, and a positive customer experience.

This role also serves as the primary escalation point for complex customer and sales-related issues and supports training and onboarding of team members

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following: Other duties may be assigned from time to time.

  1. Lead and support the customer service team to ensure a seamless and consistent customer experience.
  2. Serve as a primary point of escalation and subject matter expert for complex customer, distributor, and sales-related issues.
  3. Act as a key point of contact and strategic partner for the sales team, proactively identifying service-related opportunities to improve sales effectiveness.
  4. Provide coaching, mentoring, and day-to-day guidance to Customer Service Specialists, including reinforcing service standards and best practices.
  5. Professionally handle incoming customer requests and escalations via phone and email, ensuring timely and accurate resolution.
  6. Analyze trends in customer issues and service data and recommend and work with management to implement process improvements that will enhance efficiency and customer satisfaction.
  7. Maintain advanced knowledge of company products, policies, and procedures and ensure team members are properly trained and informed.
  8. Coordinate and oversee onboarding and offboarding activities for sales employees related to customer service needs (equipment, systems access, materials, business cards, etc.).
  9. Manage and oversee sales employee inventory on a semi-annual basis and ensure compliance with company policies.
  10. Assist management with workflow planning, coverage scheduling, and prioritization, particularly during peak periods such as month-end and quarter-end.
  11. Must be willing and available to work late, particularly at the end of the month and end of quarters.
  12. Must be available to travel up to 4x a year for national sales meetings, trade shows and any other applicable meetings
  13. Other duties as needed.

SUPERVISORY RESPONSIBILITIES:

  • Provides functional leadership to Customer Service Specialists, including training, coaching, and performance feedback.
  • Assists management with onboarding, cross-training, and skill development of team members.
  • May participate in performance evaluations and disciplinary processes in partnership with management and HR
Requirements

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND EXPERIENCE: Requirements are a bachelor’s degree with at least 3 years of customer service experience, or 5 or more years of directly related job experience. Candidate must be proficient with Microsoft Office and have experience with databases. Technical background/acumen is a plus. Professional sales minded individual with excellent time management, communication, decision, making and organizational skills. SAP experience preferred.

LANGUAGE SKILLS: Ability to respond to common inquiries from members of the business community. Ability to effectively present information to personnel of all level employees.

REASONING ABILITY: Ability to define problems, collect data, establish facts, and draw valid conclusions.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, the employee is regularly required to use hands to finger, handle, or feel and talk and hear. The employee frequently is required to stand, walk, sit, and reach with hands and arms. The employee is occasionally required to climb or balance and stoop, kneel, crouch or crawl. The employee may be asked to occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee may be occasionally exposed to moving mechanical parts and risk of electric shock. The noise level in the work environment is usually moderate.