Customer Service Lead
About The Position
The Customer Service Lead will oversee daily customer communications, inquiries, and complaints, ensuring customer satisfaction. This role involves managing transactions in ERP, including quotes, sales orders, deliveries, and returns, and performing contract reviews on customer purchase orders. The Lead will liaise with various departments such as Sales, Procurement, Finance, Quality, Warehouse & Logistics to meet sales targets and KPIs. Responsibilities include coordinating with Sales and Procurement to update system backlogs for shipping schedule changes, ensuring compliance with company policies and procedures, and supporting audit requirements. Additionally, the Lead will manage and develop a team to drive operational excellence in Customer Service functions, setting objectives, monitoring performance, and providing coaching and feedback. This is a Non-Exempt position eligible for Overtime.
Requirements
- Bachelor’s degree in accredited university or equivalent experience of not less than 3 years of supervisory experience.
- Employees must be legally authorized to work in the United States.
- Verification of employment eligibility will be required at the time of hire.
- Incoterm knowledge
Nice To Haves
- Visa sponsorship is not available for this position.
Responsibilities
- Oversee daily customer communications, inquiries, and complaints, ensuring customer satisfaction.
- Manage transactions in ERP which include quotes, SOs, delivery, and returns.
- Perform contract review on customer POs and liaise with various departments, including Sales, Procurement, Finance, Quality, Warehouse & Logistics, to fulfill sales targets and Key Performance Indicators (KPIs).
- Coordinate with Sales and Procurement teams to update system backlogs for any shipping schedule changes.
- Comply with company policies and procedures and provide support for ASAT, IMEX, and external/internal audit requirements.
- Perform other tasks assigned by the supervisor.
- Lead and develop a team to drive the operation excellence in Customer Service functions.
- Set team objectives, monitor performance, and ensure achievement of Key Performance Indicators (KPIs).
- Provide coaching, training, and performance feedback to foster professional growth.
- Promote collaboration, accountability, and a high-performance culture within the team.
Benefits
- health insurance (medical, dental, vision)
- excellent 401k matching program
- paid holidays and vacation
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
