Customer Service Lead

Magnum Venus Products Inc • Oak Ridge, TN

1d

About The Position

The Customer Service Lead serves as the primary point of contact for customers and manages the end-to-end Return Material Authorization (RMA) process. The role delivers customer service, resolves product and order-related issues, coordinates returns and warranty claims, and ensures timely communication among customers, sales, operations, quality, and warehouse teams.

The position also backs up the customer service representative department by processing customer quotes and orders as needed. The Customer Service Lead supports a positive and empathetic environment for customers and team members while reinforcing reliability, accountability, and customer-focused problem solving in keeping with MVP’s Family, Friendly, and Forward values.

Requirements

• At least 2 years of customer service experience and RMA experience.
• Proficiency in Microsoft Office, including Outlook, Word, and Excel.
• High school diploma or GED.
• Ability to lead a team of 3–5 employees.
• Excellent written and verbal interpersonal and communication skills.
• Active listening skills, including identifying concerns and responding appropriately.
• Critical thinking skills and the ability to investigate situations and provide effective solutions.
• Empathy and the ability to maintain patience and composure in difficult situations.
• Attention to detail, including accurately recording information and following processes.
• Adaptability to changes in systems, policies, and customer needs.
• Accountability, including taking ownership of tasks and outcomes, following through on commitments, making informed decisions, accepting results, and demonstrating reliability, consistency, and teamwork.
• Willingness to learn the product line to better support customers.
• Ability to uphold MVP company values of Family, Friendly, and Forward.

Responsibilities

• Back up the customer service department by processing customer quotes and orders in department inboxes as needed.
• Manage the complete RMA process from initial request through final resolution.
• Review return requests for warranty eligibility, product defects, shipping damage, or customer satisfaction concerns.
• Create and issue RMA numbers and provide customers with return instructions.
• Coordinate returned products with warehouse, quality assurance, technical support, and manufacturing teams.
• Track and document returned materials and claims.
• Investigate product issues and gather required documentation, photos, and supporting information.
• Maintain accurate records of service transactions, RMAs, credits, warranty claims, and customer communications.
• Monitor RMA turnaround times and communicate with customers in a timely manner.
• Generate reports and analyze return trends to identify recurring product or process issues.
• Recommend process improvements to reduce return rates and enhance customer satisfaction.
• Complete other tasks as necessary.
• Lead a team of 3–5 employees.

Benefits

• Competitive medical plan, partially paid by the company.
• Dental plan.
• Vision plan.
• Life and disability plan.
• 401(k) retirement plan with a 3% company match.
• Paid time off starting at 13 days per year.
• 9 company-paid holidays and 2 floating holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED