Customer Service Lead
About The Position
The Customer Service Lead serves as a key connection between customers and Transwall, helping ensure interactions are responsive, helpful, and professional. The role works directly with customers to understand their needs, answer questions, coordinate solutions, and provide support throughout the sales and service process. The ideal candidate enjoys building relationships, solving problems, and collaborating with internal teams to create a seamless customer experience. The position reports to the Director of Sales and partners with Sales, Finance, Operations, Production, and Service. It supports customer inquiries and sales opportunities, coordinates requests through completion and billing, and maintains customer and opportunity information in HubSpot. Transwall is an equal opportunity employer and states that its personnel practices are merit-based and applied without discrimination on the basis of protected characteristics.
Requirements
- 5–10 years of experience in customer service, customer operations, inside sales, commercial operations, or a related field.
- Strong communication and relationship-building skills with a customer-first mindset.
- Experience with HubSpot, CRM management, reporting, and process improvement.
- Ability to collaborate across departments and turn customer needs into action.
Nice To Haves
- Experience in manufacturing or construction products.
Responsibilities
- Serve as a primary point of contact for customer inquiries, requests, and service needs.
- Build strong customer relationships through responsive, knowledgeable, and professional communication.
- Assist customers with product, order, service, and account-related questions.
- Follow customer requests through resolution and provide timely communication.
- Identify opportunities to improve the customer experience and make it easier to do business with Transwall.
- Respond to inbound customer and sales inquiries and connect customers with appropriate resources.
- Support the sales process through quotations, change orders, and customer follow-up.
- Support house accounts, repeat business, service sales, and other customer opportunities.
- Proactively reconnect with inactive and existing customers to identify additional needs and opportunities.
- Ensure leads and customer opportunities receive timely and consistent follow-up.
- Coordinate customer requests from initial contact through completion and billing, communicating scheduling, status, and next steps.
- Support service contracts and preventative maintenance agreements while working with internal teams to resolve customer questions and concerns.
- Maintain accurate customer, contact, account, and opportunity information in HubSpot, including customer interactions and follow-up activities.
- Partner with Sales, Finance, Operations, Production, and Service to ensure customer needs are communicated and addressed effectively.
- Identify opportunities to streamline customer-facing processes and improve the overall customer experience.
- Contribute ideas that strengthen customer satisfaction, retention, and service.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
