Customer Service Lead
About The Position
Mechatronic Solutions is looking for a Customer Service Lead to support the daily flow of work across our customer service team and help ensure customers receive timely, accurate, and professional support. This is a hands-on role for someone who enjoys helping others, solving problems, keeping work organized, and supporting continuous improvement in a fast-paced industrial distribution environment. The Customer Service Lead will work closely with technical support, sales, purchasing, accounting, warehouse operations, and vendors to keep customer orders, quotes, and follow-up activity moving smoothly.
Requirements
- Experience in customer service, inside sales support, order management, distribution, manufacturing, or a related business environment.
- Strong communication skills with a customer-first mindset and a positive, team-oriented approach.
- Ability to stay organized, prioritize competing requests, and follow through with urgency and accuracy.
- Comfort using ERP systems, Microsoft 365, email, spreadsheets, and other business tools to manage customer and order activity.
- Strong problem-solving skills and the ability to help team members work through customer, order, or vendor-related issues.
- Willingness to take ownership, lead by example, and support a culture of accountability and continuous improvement.
Nice To Haves
- Industrial automation, controls, electrical distribution, manufacturing, or technical product experience.
- Experience with Microsoft Dynamics 365 Business Central or a similar ERP system.
- Prior experience as a senior customer service representative, team lead, trainer, coordinator, or informal team resource.
- Familiarity with Microsoft 365, reporting tools, process documentation, or operational dashboards.
Responsibilities
- Support the day-to-day activities of the Customer Service team, including order entry, quote follow-up, customer communication, returns, and issue resolution.
- Help monitor incoming emails, calls, open orders, vendor updates, and customer requests to ensure work is prioritized and completed on time.
- Provide guidance, coaching, and support to team members on customer communication, ERP accuracy, order follow-up, and problem-solving.
- Serve as a first point of escalation for routine customer service issues and help coordinate timely resolution with the appropriate internal teams.
- Partner with purchasing and vendors to gather order status, expedite requests, and communicate updates clearly to customers and team members.
- Work with warehouse operations, sales, and accounting to help remove roadblocks and support a smooth order-to-shipment process.
- Assist with documenting customer service procedures, improving workflows, and identifying opportunities to make the team more efficient.
- Support training, onboarding, and knowledge sharing for new and existing customer service team members.
- Help track team activity, service levels, open items, and process improvement opportunities for review with leadership.
Benefits
- 401(k) with company match
- Health insurance
- Vision insurance
- Dental insurance
- LTD insurance
- Vacation/sick time
- Employee ownership program
- Career growth opportunities
- Employee referral program
- Paid time off and holidays
- Parental leave
- FCG University learning and training platform
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
