Customer Service Lead

Mallard Creek Polymers, LLC•Concord, NC

16h•Onsite

About The Position

Mallard Creek Polymers is seeking a qualified Customer Service Lead to join their team. The Customer Service Lead serves as both a working Customer Service Representative and a frontline supervisor responsible for ensuring exceptional customer service, accurate order management, and efficient communication across the organization. This position provides daily leadership and direction to the Customer Service Team while actively managing customer accounts, order entry, and issue resolution. The Customer Service Lead combines supervisory responsibility with direct customer service execution and is expected to remain actively involved in daily order processing while leading the customer service function.

Requirements

Associate's degree in Business, Supply Chain, or related field; equivalent experience will be considered.
Minimum 5 years of customer service, order management, or supply chain experience.
Minimum 2 years of leadership, supervisory, or team lead experience.
Strong experience with Electronic Data Interchange (EDI) transactions and troubleshooting.
Experience with ERP systems (JDE, SAP, Oracle, Microsoft Dynamics, or similar).
Proven experience managing customer orders from entry through shipment.
Strong problem-solving, organizational, and communication skills.
Ability to manage multiple priorities in a fast-paced environment.
Strong understanding of order-to-cash processes.
In-depth knowledge of EDI standards and customer portal management.
Excellent customer relationship management skills.
Ability to lead by example and provide hands-on support.
Strong attention to detail and commitment to order accuracy.
Effective verbal and written communication skills.
Ability to influence cross-functional teams and drive issue resolution.

Nice To Haves

Bachelor's degree in Business, Supply Chain, or related discipline.
Manufacturing or chemical industry experience.
Experience working with major retail, distribution, or industrial customers.
Advanced Excel and reporting skills.

Responsibilities

Serves as a working Customer Service Representative and a frontline supervisor.
Ensures exceptional customer service, accurate order management, and efficient communication.
Provides daily leadership and direction to the Customer Service Team.
Actively manages customer accounts, order entry, and issue resolution.
Combines supervisory responsibility with direct customer service execution.
Remains actively involved in daily order processing while leading the customer service function.
Manages customer orders from entry through shipment.
Troubleshoots Electronic Data Interchange (EDI) transactions.
Manages customer relationships.
Provides hands-on support.
Drives issue resolution.
Focuses on order entry accuracy, customer satisfaction, EDI transaction success rate, on-time order processing, customer response time, open order management, service issue resolution time, team productivity and development.