Customer Service Lead

Vantage•Warren, NJ

23d•Onsite

About The Position

Partnering with Sales and Operations, the Customer Care Lead will provide best-in-class customer support, ensuring a seamless customer experience with a focus on proactive customer communication and ‘white glove’ service to delight our customers. Managing key customer accounts, they will work closely with a team of Customer Service Representatives (CSRs). Additionally, they are responsible for ensuring such processes as entry of purchase orders, securing advance purchase commitments, monitoring of deliveries and inventories, and providing updates on any changes in timelines. They will proactively identify and act on customer behavior patterns (e.g., delayed orders, inactivity) to reduce order abandonment and improve retention. The role also includes attention and responses to customers within service level agreements (SLAs). Support the Customer Care Manager with standardizing processes throughout the region/Business Unit and build the necessary cross-functional bridges. The role also requires a focus on continuous improvement to support process change, introduction and implementation. Role acts as primary escalation point for assigned accounts. This role supports customer care activities for assigned accounts and serves as a key link between customers, Sales, Operations, and Customer Service Representatives. The Customer Service Lead helps ensure timely order management, proactive customer communication, SLA achievement, and consistent execution of regional or business unit customer service processes. The role also supports process improvement, issue resolution, and customer retention through strong cross-functional partnership.

Requirements

3 years of experience in Inside Sales, Sales, or Customer Service/Customer Servic Lead role.
Bachelor’s degree in Business, Supply Chain or Engineering or a related field required
Previous leadership experience required.
Excellent verbal and written communication skills.
Strong critical thinking skills, understanding when escalation is necessary.
Strong problem-solving and analytical reasoning skills.
Ability to work under pressure and successfully handle multiple priorities.
Leader in promoting an engaging work environment.
Utilizes data (KPIs) to drive business results.
Experience with international team.
Familiarity with customer portals.
Experience with using ERP/MRP systems.
Familiar with CRM framework to understand case management-Ensure data integrity and accurate record keeping.

Responsibilities

Prepare and monitor management indicators for respective Account Align Team (AAT) and customer base.
Align Customer Service Strategy with AAT Strategy.
Proactively communicate with customers and maintain strong communication channels internally and externally.
Partner with Customer Service Representatives (CSRs)to support achievement of SLA‘s.
Proactively engage with customers to secure future purchase orders, ensuring timely product availability and providing updates on any changes in inventory or delivery timelines.
Monitor and identify customer behavior patterns (e.g. delayed orders, inactivity) to communicate actionable insights to reduce order abandonment and improve customer retention.
Identify gaps in customer service processes and partner with various teams to implement processes to resolve.
Propose action plans based on customer satisfaction survey results and partner with leadership and the team in plan execution.
Establish self as the customer care subject matter expert for the assigned AAT, being a resource to the business and customer. Team members.
Lead, organize and assist with development of the Customer Service Representatives.
Proactively partner with AAT leadership to ensure best in class customer satisfaction.
Ensure communication of AAT strategy is conveyed to CSRs.
Manage order entry, order tracking and order allocation, for assigned accounts, ensuring no delays, partial orders or errors.
Initiate specific customer open order reports to provide customer order status for defined accounts.