Customer Service Lead

Customer Service Lead

LHH is seeking a Customer Service Lead for our client to oversee daily customer service operations, support a team of Customer Service Representatives, and ensure seamless communication between customers, production, logistics, and sales departments. Position Summary The Customer Service Lead will serve as the primary point of contact for escalated customer inquiries while leading and mentoring a customer service team. This role is responsible for driving customer satisfaction, improving processes, monitoring order fulfillment activities, and ensuring timely resolution of customer concerns.

The ideal candidate has experience in a manufacturing environment, strong leadership skills, and expertise in order management and ERP systems. Key Responsibilities

• Lead, coach, and support a team of Customer Service Representatives.
• Monitor daily workflow, order processing activities, and service levels.
• Serve as the escalation point for complex customer issues and complaints.
• Ensure accurate entry and management of customer orders, pricing, and account information.
• Coordinate with Production, Planning, Shipping, Engineering, and Sales teams to ensure customer requirements are met.
• Communicate order status, shipping updates, delays, and product availability to customers.
• Analyze customer service metrics and implement continuous improvement initiatives.
• Assist with forecasting customer demand and inventory-related inquiries.
• Maintain accurate customer records within ERP and CRM systems.
• Develop and document customer service procedures and best practices.
• Support onboarding and training of new customer service team members.
• Generate reports related to order fulfillment, customer satisfaction, and service performance.

Qualifications

• 3+ years of customer service experience within a manufacturing, distribution, or industrial environment.
• Previous leadership, supervisory, or team lead experience preferred.
• Strong understanding of order management, production scheduling, and supply chain processes.
• Experience utilizing ERP systems such as SAP, Oracle, Microsoft Dynamics, Epicor, or similar platforms.
• Proficiency in Microsoft Office, including Excel and Outlook.
• Excellent communication, problem-solving, and organizational skills.
• Ability to prioritize multiple tasks in a fast-paced environment.
• High attention to detail and commitment to customer satisfaction.

Pay/Benefits

• $60,000 - $75,000
• Benefit offerings include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits

Pay Details: $60,000.00 to $80,000.00 per year