Customer Service Team Lead

Actylis•Harrisville, UT

23h•Onsite

About The Position

Actylis is a global solutions provider with over 75 years of experience, specializing in streamlining the management of critical ingredients and raw materials for our business partners. We offer both sourcing and manufacturing solutions tailored to meet diverse and evolving needs, ensuring a reliable, agile, and secure supply network. Our commitment to customization allows us to create flexible solutions, whether it’s a unique specification, custom packaging, or tailored logistics strategies. With deep expertise in quality and regulatory compliance, sourcing and logistics management, analytical services, and R&D support, we reduce complexities and mitigate risks, empowering our partners to focus on growing their business. In furtherance of that goal, Actylis is seeking new members of the team. This expansion, coupled with a comprehensive benefits package, and opportunities for challenge and growth, make Actylis the ideal place to work and thrive. We hope you’ll consider joining us!

Requirements

High School Diploma required
3+ years of experience in customer service, order management, or a related role within a distribution, manufacturing, or supply chain environment.
Proven experience handling complex customer issues, escalations, and cross-functional coordination.
Strong working knowledge of ERP systems (e.g., Sage or similar) and order processing workflows.
Experience collaborating with Sales, Operations, Logistics, and Finance teams to support order fulfillment and customer satisfaction.
Demonstrated ability to manage multiple priorities, meet deadlines, and drive process improvements in a fast-paced environment.
Proficiency in Microsoft Office (Excel, Word, Outlook)
Experience with ERP systems (e.g., Sage or similar)
Ability to learn new systems and processes quickly

Nice To Haves

associate or bachelor’s degree preferred
At least 1–2 years of experience in a leadership, supervisory, or team lead capacity preferred.

Responsibilities

Lead, coach, and support a team of Customer Service Representatives to ensure high performance and accountability.
Serve as the first point of escalation for complex customer issues, order discrepancies, and service concerns.
Assist with onboarding and training of new team members; identify ongoing training needs and provide refresher training as needed.
Monitor workloads and help prioritize tasks to meet daily and weekly deadlines.
Foster a collaborative, solutions-oriented team environment.
Oversee accurate entry, validation, and processing of sales orders in Sage.
Ensure orders are properly allocated, approved, and aligned with inventory availability and production schedules.
Review delivery dates, shipping terms, and customer-specific requirements to ensure accuracy and compliance.
Coordinate with Warehouse, Logistics, and Production teams to resolve shipment issues, delays, or discrepancies.
Support invoicing readiness by ensuring orders meet validation and documentation requirements.
Identify gaps, inefficiencies, or recurring issues in customer service processes and recommend improvements.
Help develop, document, and enforce standard operating procedures (SOPs).
Ensure compliance with company policies, customer agreements, and regulatory requirements.
Assist with reporting and tracking key service metrics such as order accuracy, on-time delivery, and backlog.