Customer Support Lead

Overview

Job Summary: The Customer Support Lead plays a pivotal role in ensuring ECS maintains its reputation as the leading corrosion solution provider through consistent, high-quality customer support. This position is a working lead responsible for providing direction and leadership to the Customer Support team while overseeing all post-sale support customer-related activities. The role focuses on delivering exceptional customer experience, driving process improvements, and supporting a growing customer support function.

• Provide direction and leadership to the Customer Support team and oversee post-sale support activities.

• Deliver “white glove” support by anticipating customer needs, exceeding expectations, and ensuring customers feel valued.
• Perform all activities of a Customer Support Specialist, including order processing from quote to completion.
• Process orders from quote through completion, including international orders.
• Coordinate with external vendors for repairs as needed.
• Interact with customers via phone, email, online chat, and virtual meetings.
• Gather field service visit details and log all customer interactions in Salesforce.
• Resolve post-sale inquiries, including order status and shipping issues, with creativity and urgency.
• Accurately document all customer communications and activities in Salesforce.
• Serve as the primary coordinator of customer support activities and ensure seamless communication across teams.
• Coordinate with the Production team to prioritize shipping and fulfill customer commitments.
• Collaborate cross-functionally across the organization with the Sales, Engineering, Production, and Field Service teams to resolve technical or process-related issues.
• Standardizes methods and training for Customer Support team, building strength into the team with redundant skill sets and flexibility to use resources most efficiently.
• Maintain a visual metrics board to track department performance metrics.
• Recommend and document process improvements to enhance team effectiveness.
• Train new Customer Support Specialists and assist in the generation of training documents.
• Ensure adequate team coverage to maintain responsive customer support.
• Act as backup for Customer Support Specialists.
• Act as a backup for the Technical Services Coordinator.

• Time to service
• Number of customer calls handled
• Quotes processed
• Cases logged in Salesforce

• Experience coaching, mentoring, and developing customer-focused team members
• Strong communication (written and verbal) and interpersonal skills
• High accountability and self-motivation
• Exceptional organization, leadership, and prioritization abilities
• Proactive problem-solving mindset
• Proficiency in Microsoft Outlook and Word
• Ability to manage and maintain Salesforce reports and dashboards
• Proficient data aggregation in a service environment
• Proven ability to plan and manage team priorities to generate maximum efficiency and productivity with demonstrated effectiveness
• Ability to work through multiple obstacles to complete daily tasks
• High energy individual with contagious effect who motivates teams and fosters a positive, safe, and inclusive work environment
• Problem solver who stays calm under pressure and makes data-informed decisions

• Experience in CRM management software:
  Salesforce
• Experience with Ring Central
• Experience with Microsoft Office Suite

• HS Diploma or equivalent – required
• 3 years of customer service experience – required
• 1+ year of customer service team leadership experience – required

• This is an in-office position requiring working regular business hours at ECS headquarters
• Hours are currently 8am to 5pm, Monday through Friday, but are subject to adjustments to support business need
• Prolonged periods of sitting at a desk and working on a computer
• Must be able to maneuver the facility to work with other departments, including Production and Shipping areas of the building
• Ability to lift up to 15 pounds as necessary
• Must have reliable means of transportation

• None

This job description is a summary and not a comprehensive list of possible duties required by this position. The job description should not be construed as a contract of employment.

Engineered Corrosion Solutions, LLC is an equal employment opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status or any other characteristic protected by applicable law. Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any special accommodations in order to participate fully in our recruitment experience.

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