Customer Service Lead

Mallard Creek Polymers is seeking a qualified Customer Service Lead to join our team.

Who you are:
The Customer Service Lead serves as both a working Customer Service Representative and a frontline supervisor responsible for ensuring exceptional customer service, accurate order management, and efficient communication across the organization. This position provides daily leadership and direction to the Customer Service Team while actively managing customer accounts, order entry, and issue resolution.

What you do:
Our ideal teammate has work-related experience with the following

Leadership & Team Management Customer Service Operations Order Management & EDI Administration Cross-Functional Coordination Process Improvement

Who we are:

Mallard Creek Polymers is a chemical manufacturer, providing a broad range of styrene-butadiene, styrene-acrylic and acrylic emulsion polymers to our customers. Our business philosophy is to provide our customers with customized solutions, flexibility, and complete satisfaction. Customer care, new product development, and flexible manufacturing are key areas of focus. We seek to attract, retain, and inspire people who want to make a clear, personal impact on the success of the Company.

The Customer Service Lead combines supervisory responsibility with direct customer service execution and is expected to remain actively involved in daily order processing while leading the customer service function.

Skills and

Qualifications:

Required Associate's degree in Business, Supply Chain, or related field; equivalent experience will be considered.

Minimum 5 years of customer service, order management, or supply chain experience.

Minimum 2 years of leadership, supervisory, or team lead experience.

Strong experience with Electronic Data Interchange (EDI) transactions and troubleshooting.

Experience with ERP systems (JDE, SAP, Oracle, Microsoft Dynamics, or similar).Proven experience managing customer orders from entry through shipment.

Strong problem-solving, organizational, and communication skills.

Ability to manage multiple priorities in a fast-paced environment.

Preferred Bachelor's degree in Business, Supply Chain, or related discipline.

Manufacturing or chemical industry experience.

Experience working with major retail, distribution, or industrial customers.

Advanced Excel and reporting skills.

Knowledge, Skills & Abilities Strong understanding of order-to-cash  knowledge of EDI standards and customer portal management.

Excellent customer relationship management skills.

Ability to lead by example and provide hands-on support.

Strong attention to detail and commitment to order accuracy.

Effective verbal and written communication skills.

Ability to influence cross-functional teams and drive issue resolution.

Key Performance Indicators (KPIs)
Order entry accuracy

Customer satisfactionEDI transaction success rate

On-time order processing

Customer response time

Open order management

Service issue resolution time

Team productivity and development

Work Location &

Hours:

Mallard Creek Polymers Plant Morehead Road, Charlotte, NC 282628 Hour Shifts from 8 AM - 5 PM Schedule Type:
Monday - Friday Travel:
Minimal (possibly to other company locations located within the Charlotte area)
Job Type/ Department:
Full-Time Direct Hire / Supply Chain Positions available: 1

Next Steps Our HR and hiring team will be screening resumes and reaching out to applicants until we schedule onsite interviews. Be sure to answer all questions completely. We will be sending emails to you to coordinate our initial conversations or to get more information. Please keep an eye out for an email from MC POLYMERS.Keep In Touch Follow Mallard Creek Polymers on Linked In or visit our website for more information.