Customer Service Lead

Customer Service Lead (Temp-to-Hire)

Starting at $30/hr

A well-established manufacturing and distribution company is seeking a Customer Service Lead to support its Customer Service team and help drive operational excellence. This role provides leadership support, handles escalations, and ensures customers receive high-quality service and accurate order processing.

• Team Support — Serve as a subject matter expert, assisting Customer Service Representatives with questions, processes, and escalations.
• Customer Interaction — Address customer inquiries, concerns, and requests with professionalism and empathy.
• Order Processing — Enter and manage orders, returns, and shipping updates using the company's ERP system.
• Issue Resolution — Handle escalated complaints, investigate issues, and ensure timely, effective resolutions.
• Cross-Functional Coordination — Collaborate with internal departments to meet customer needs and support daily operations.
• Performance & Reporting — Track customer data, maintain accurate records, and meet service metrics such as response time and resolution efficiency.
• Continuous Improvement — Participate in training, provide feedback on recurring issues, and contribute to initiatives that enhance customer satisfaction.

• Strong decision-making, communication, and interpersonal skills
• Ability to de-escalate conflict and resolve complex customer issues
• Professional phone etiquette and diplomacy
• Accurate documentation and data entry skills
• Ability to multitask, prioritize, and work under pressure
• Comfortable interacting with multiple departments and leadership levels
• Proficient in Microsoft Office Suite
• Goal-oriented with a continuous improvement mindset

• Associate degree required; bachelor's degree preferred
• Minimum 4 years of customer service experience
• Experience as a lead, mentor, or subject matter expert preferred
• Inside sales experience a plus
• Bilingual (Spanish) a plus