Client Services Lead

Client Services Lead

Pay: $68,000 - $75,000 / year ($32.00 - $36.00 / hour)

Schedule:

Monday - Friday, 8:00 AM - 5:00 PM

Hillsboro, OR

Contract to Hire Opportunity!

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• Previous experience leading or supervising a Customer Service team.
• Experience successfully coaching, training, and developing Customer Service employees.
• Experience managing the full customer order cycle, from taking customer requirements through coordination with production and final delivery.
• Experience holding employees accountable for performance, accuracy, productivity, attendance, and following established processes.
• Experience handling customer complaints and resolving customer issues, including knowing when to escape an issue.
• Experience working closely with production and other internal departments to resolve issues affecting customers, orders, processes, or workflow.
• Strong problem-solving and organizational skills, with the ability to identify issues, gather information, and recommend solutions.
• Experience managing multiple priorities, deadlines, customer concerns, and team workloads.
• Strong communication skills and the ability to communicate effectively with customers, employees, production, and senior leadership.
• Bachelor’s degree from a four-year college or university, or two years of related experience and/or training, or an equivalent combination of education and experience.
• Proficiency with Microsoft Office Suite and the ability to work with various design software.

Please review the requirements above carefully before applying. This is an experienced Customer Service leadership position and is not an entry-level Customer Service role. Candidates must have the required leadership and order-management experience to be considered.

We are seeking an experienced Customer Service Lead to oversee the day-to-day operations of the Customer Service department. This is a hands-on leadership position responsible for ensuring the team provides accurate, timely, and exceptional support to customers and internal departments in a fast-paced office environment.

The Customer Service Lead will take ownership of the department's daily operations, team performance, processes, and customer support. This position requires someone who can identify what needs attention, proactively address issues, develop solutions, and communicate effectively with senior leadership.

The successful candidate will be comfortable working independently while also recognizing when leadership input or approval is needed. They will bring forward relevant information, thoughtful recommendations, and solutions rather than simply identifying problems.

• Lead the day-to-day operations, organization, performance, and effectiveness of the Customer Service department.
• Monitor customer concerns, deadlines, team workload, staffing needs, and departmental priorities.
• Ensure Customer Service meets established turnaround commitments for customer responses, order entry, changes, approvals, and completions.
• Take ownership of departmental responsibilities, projects, and commitments.
• Monitor workload and recommend adjustments to priorities, responsibilities, or resources when needed.

• Manage the customer order process from gathering customer requirements through coordination with production and final delivery.
• Work closely with customers and internal departments to ensure orders and customer expectations are clearly communicated.
• Handle customer complaints and serve as the first line of resolution.
• Work collaboratively with production and other departments to identify and resolve issues affecting customers, orders, processes, or workflow.
• Build strong customer relationships through communication, problem-solving, accountability, and follow-through.
• Stay current on products, features, policies, and processes and ensure relevant information is communicated to the Customer Service team.

• Coach and develop Customer Service team members while maintaining clear expectations and accountability.
• Identify individual and team training needs and develop training, coaching, and cross-training plans.
• Delegate responsibilities appropriately and establish clear expectations and deadlines.
• Monitor employee performance, accuracy, productivity, attendance, and adherence to established processes.
• Address performance and behavioral concerns promptly and appropriately.
• Conduct recurring team meetings to communicate…