Customer Service Lead

AKE Safety Equipment•Rochester, MN

7d•$55,000 - $65,000•Onsite

About The Position

AKE Safety Equipment is seeking a sharp, driven customer service professional to lead their customer service department. This role is responsible for being the central point of contact between customers and all internal departments, ensuring orders are processed efficiently, problems are resolved, and sales of STOP-FYRE® fire extinguishers are grown through refills and repeat business. The Customer Service Lead will manage a one-person department, taking ownership of its results, ideas, and improvements. The ideal candidate is a problem-solver, accountable, organized, self-directed, passionate about customer service, and comfortable with technology. This is not a passive role; it requires initiative and a desire to drive growth and efficiency.

Requirements

Critical thinking and problem-solving skills to investigate issues and build practical solutions.
Accountability with a no-excuse mentality and a drive to own results.
Strong organizational skills, including planning, tracking, and follow-through.
Resourcefulness and initiative; ability to work independently without constant direction.
Passion for the customer, product, and team.
Trustworthiness and alignment with core company values.
Comfort with technology and ability to quickly learn new systems.

Nice To Haves

3+ years of customer service experience
Sales or inside sales experience
Experience with Salesforce, Fishbowl, or a similar CRM/order system
Background in manufacturing, industrial, or product-based companies
Connection to the agricultural community
A bachelor's degree in business, marketing, communications, or a related field

Responsibilities

Deliver responsive, professional customer service, understanding customer needs, de-escalating concerns, and driving issues to resolution.
Achieve personal sales goals, reviewed quarterly and tied to year-over-year growth, through proactive follow-up, refill sales, and new product sales.
Serve as the primary contact for regional sales representatives, providing support.
Manage orders, RMAs, customer records, serial numbers, registration cards, lost package claims, NPS, and reporting.
Identify customer, sales, and process trends, and propose ideas for improving results and efficiency.
Collaborate with all departments to resolve issues, facilitate order processing, and improve processes.