Customer Service Lead
Listed on 2026-10-09
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Customer Service/HelpDesk
Customer Service Rep, HelpDesk/Support, Customer Success Management
Customer Service Lead
Our client is looking for an experienced Customer Service Lead to guide day-to-day service operations and support a high-performing team. This role combines frontline customer support with team leadership, making it ideal for someone who can balance hands-on problem solving with process improvement. The successful candidate will strengthen service standards, build cross-functional partnerships, and help create an organized, responsive customer experience.
THIS POSITION IS 100% IN-OFFICE
Salary: $60,000-$70,000/year (paid hourly)
Benefits:
Health: BCBC PPO (high deductible) or HMO. HSA with company contribution, no dental, no vision, 401K with contribution, 2 weeks PTO, 7 sick days, standard holidays
* ORDER ENTRY INTO A CRM AT A MANUFACTURING COMPANY IS REQUIRED. CANDIDATES WITHOUT THIS EXPERIENCE WILL NOT BE CONSIDERED*
Responsibilities:
• Support a small customer service team, providing guidance that strengthens performance, consistency, and individual growth.
• Contribute directly to daily service activity by responding to customer questions, resolving concerns, and assisting with routine account and order-related needs.
• Set team priorities and performance expectations while reinforcing accountability for service levels, quality, and follow-through.
• Review workloads, turnaround times, order accuracy, and overall service effectiveness to identify areas needing attention.
• Take ownership of complex or escalated customer matters and drive practical resolutions in a timely, effective manner.
• Partner with internal groups such as sales, operations, purchasing, and logistics to ensure customer requests are addressed accurately and efficiently.
• Maintain complete and reliable customer and order records, ensuring documentation is up to date and aligned with business requirements.
• Recognize recurring service challenges, investigate underlying causes, and implement improvements that reduce repeat issues.
• Lead onboarding, coaching, and performance feedback efforts for team members while fostering a cooperative and customer-focused environment.
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