Customer Service Lead

Customer Service Lead

Customer Service Lead $55,000 a year + Commission | Full-Time | [Location – on-site] M-F 9-5

AKE Safety Equipment has evolved into a market-leading fire safety equipment manufacturing and sales company. We operate on a national scale with a large network of dealers and sales representatives serving farmers and rural communities across the U.S. We are committed to giving our team members the chance to be an integral part of something bigger than themselves, and to make a genuine difference in the lives of good people.

We are looking for a sharp, driven customer service professional who wants to own a department, not just answer the phone. As our Customer Service Lead, you are the hub between our customers and every department in our building. You keep orders moving, solve problems, grow refill and repeat sales of STOP-FYRE® The World's Best Fire Extinguisher®, and are always looking for a better way to get things done.

This is a one-person department. You run it. The results, the ideas, and the improvements are yours.

Our most successful team members:

• Are problem solvers – When something is off, they notice it, dig into why, and fix it so it doesn't happen again.
• Own their results – They don't just complete tasks. They know whether their work is effective and adjust when it isn't.
• Have real customer service experience – They've handled frustrated customers, calmed things down, and turned them into loyal ones.
• Know that great service sells – They understand that follow-up, refills, and spotting a customer's needs are what drive sales growth.
• Are organized and detail-oriented – Orders, returns, serial numbers, and claims are handled right the first time; nothing slips through the cracks.
• Are comfortable with technology – They pick up new systems quickly and like using data to make better decisions.

Our candidates must be:

• Problem solvers – critical thinkers who investigate issues and build practical solutions.
• Accountable – with a no-excuse mentality and a drive to own results.
• Organized – capable of strong planning, tracking, and follow-through.
• Self-directed – resourceful and take initiative without being told.
• Passionate – someone who truly cares about the customer, product, and team.
• Trustworthy – every team member must be in line with our core values.

What you'll own:

• The customer experience – Deliver responsive, professional service; understand needs, de-escalate concerns, and drive every issue through to resolution.
• Sales growth – Own a personal sales goal, reviewed quarterly and tied to year-over-year growth, reached through proactive follow-up, refill sales, and new product sales.
• Support for our sales team – Be the go-to contact for our regionally based sales representatives.
• Accuracy and records – Manage orders, RMAs, customer records, serial numbers, registration cards, lost package claims, NPS, and reporting.
• Continuous improvement – Spot customer, sales, and process trends, and bring forward ideas that improve results and efficiency.
• Teamwork across departments – Work with every part of the business to resolve issues, move orders, and fix processes.

Bonus points if you have:

• 3+ years of customer service experience
• Sales or inside sales experience
• Experience with Salesforce, Fishbowl, or a similar CRM/order system (we'll train you; comfort with technology is what matters)
• A background in manufacturing, industrial, or product-based companies, or a connection to the agricultural community
• A bachelor's degree in business, marketing, communications, or a related field

PLEASE understand:

• This is NOT a clock-in, answer-the-phone, clock-out job. We want someone who wants to own a department.
• We are selective. We would rather wait for the right person than hire the wrong one.
• You'll carry…