Customer Service Team Lead

The Customer Service Team Lead is a hands-on customer service and team leadership role responsible for ensuring that customer orders are processed accurately, efficiently, and on time while providing exceptional customer support.

This position combines direct responsibility for processing customer orders and responding to customer inquiries with leadership and oversight of a small team of customer service representatives. The Team Lead serves as a key point of contact for customers and as a resource for team members, helping to resolve issues, maintain service standards, improve processes, and ensure the team consistently delivers a positive customer experience.

The successful candidate will lead by example and balance hands-on execution with team leadership. This person should be comfortable processing orders and working directly with customers while also stepping back to monitor the team's overall workload, performance, and customer experience.

The role requires someone who is approachable and willing to jump in and help the team, while also being confident enough to provide direction, hold team members accountable, and elevate issues when necessary.

• Efficiently and accurately process customer orders in Sebia's ERP system.
• Provide timely, friendly, and empathetic assistance to customers and other employees with questions and issues related to orders, invoices, contracts, and billing, seeking help and researching solutions as necessary.
• Maintain accuracy and integrity of data in Sebia's ERP system.
• Develop and continuously improve competence and compliance, knowledge of company products and procedures, and customer interaction skills.
• Collaborate with team members and colleagues to share knowledge, solve problems, brainstorm ideas, and support the team mission and vision.
• Provide day-to-day leadership, guidance, and support to a small team of customer service/order processing representatives.
• Help establish and maintain consistent procedures and standards for order processing and customer communication.
• Monitor team workload and help prioritize tasks to ensure customer needs and order deadlines are met.
• Serve as a resource for team members when they encounter complex customer questions, order issues, or exceptions.
• Assist team members with problem-solving and provide coaching and feedback to improve performance and customer service skills.
• Review work for accuracy and consistency and address errors or process gaps as appropriate.
• Help onboard and train new team members on customer service practices, order-processing procedures, systems, and company policies
• Continuously evaluate customer service and order-processing workflows to identify opportunities to improve efficiency, accuracy, responsiveness, and the overall customer experience.
• Research and identify new technologies, software, automation tools, artificial intelligence solutions, and other systems that could improve customer service and order-processing activities.
• Recommend new technology and process improvements based on business needs, potential return on investment, ease of implementation, and impact on customers and employees.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Employees must be able to read, speak, write and comprehend the English language.

• Bachelor’s Degree preferred
• 5-8 years of customer service experience
• Proficiency in Microsoft Office (Excel, Word) and order management modules of ERP systems
• Passionate commitment to customers. develop relationships with customers, delighting them with a positive attitude and outstanding customer service skills
• Excellent verbal and written communication skills and solid analytical and decision-making skills and highly attuned attention to detail.
• Outstanding interpersonal skills, including a team-oriented approach that looks for the best and interacts with diverse groups in a positive and collaborative manner and promotes confidence in our solution.
• Ability to multitask during a conversation, combining listening skills, talking, typing, and system research simultaneously.
• Effective planning, organizational and time management skills, including promptness, flexibility, organizing work to meet deadlines, and prioritizing tasks based on urgency and severity.
• Able to work independently and in group settings, identify…