Customer Service Representative Lead (80664)

THE GILL CORPORATION•El Monte, CA

40d

About The Position

In addition to fulfilling the Senior CSR responsibilities, the Customer Service Lead is responsible for the daily oversight of major accounts and urgent orders, ensuring all inquiries and order processing are managed in accordance with customer expectations and The Gill Corporation’s corporate policies. This role serves as a key point of contact within a high-volume, fast-paced environment working closely with the Customer Service team to deliver a consistent, high quality customer experience. The CSR Lead plays a critical role in guiding the team, supporting escalations, and driving service excellence across the department.

Requirements

Bachelor’s degree preferred. Minimum requirement of High School Diploma.
Minimum 5 years’ customer service experience, preferably in a manufacturing or aerospace environment.
Strong written and verbal communications skills.
Proficient with MS Office (Excel, Word, PowerPoint, Outlook)
Ability to prioritize and multitask effectively in a fast-paced, dynamic setting.
Demonstrated leadership, mentoring, and team-building abilities.
Strong problem-solving and organizational skills with attention to detail.
Comfortable implementing process changes and coaching others through transitions.
Experience with electronic record keeping and order tracking systems.
This position requires access to information that is subject to compliance with the International Traffic Arms Regulations (“ITAR”) and/or the Export Administration Regulations (“EAR”). In order to comply with the requirements of the ITAR and/or the EAR, applicants will be asked to provide specific documentation to verify U.S. person status under the ITAR and the EAR. A “U.S. person” according to their definition is a U.S. citizen, U.S. lawful permanent resident (green card holder), or protected individual such as a refugee, or asylee.

Nice To Haves

Prefer experience in the aerospace industry and/or knowledge of composites materials and technologies.

Responsibilities

Serve as the backup to the Customer Service Manager when they are unavailable.
Lead and manage major programs by coordinating daily activities of the Customer Service team.
Provide daily direction and support to ensure inquiries are handled in a timely, efficient, and knowledgeable manner.
Monitor and manage open orders to ensure timely processing and delivery in line with service level agreements and customer expectations; troubleshoot and escalate issues as needed.
Evaluate current processes and procedures, recommending improvements to enhance efficiency and service quality for both internal and external customers.
Partner with the Customer Service Manager to track, analyze, and report on departmental metrics and KPIs.
Collaborate with cross-functional departments (e.g., Planning, Quality, Sales, Shipping) to resolve customer issues and drive continuous improvement initiatives.
Participate in the hiring, training, mentoring, and development of Customer Service Representatives.
Review customer demand trends, monitor lost business data, and work with the Sales team to identify growth opportunities.
Administer the customer complaint process, ensuring timely follow-up and communication of corrective/preventive actions to the customer.
Support additional projects and duties as assigned by the Customer Service Manager.
Assist with onboarding and training of new hires.
Other essential duties may be assigned.