Customer Service Team Lead

Quanex • Statesville, NC

6h • $24 - $29

About The Position

Quanex is seeking a Customer Service Team Lead for its Statesville, North Carolina team. The role drives the Customer Service function to achieve specified service levels, including call and email coverage, accurate order entry, and effective communication between departments. The Team Lead analyzes service data, works to improve customer service processes and performance, manages elevated customer issues, and maintains customer relationships. The position also processes orders, complaints, corrective actions, returns, and credits, and manages open orders for assigned accounts to support accuracy and on-time delivery. This is a salaried non-exempt position with a stated pay range of $24.00 to $29.00 per hour and potential to earn an annual bonus.

Requirements

• Previous experience with data processing and ERP systems.
• Demonstrated leadership, organizational, and problem-solving skills.

Nice To Haves

• A minimum of five years of experience in a customer service role is preferred.

Responsibilities

• Conduct staff meetings and update meetings in the Manager’s absence or when assigned.
• Analyze Customer Service data to evaluate service levels and develop improvement plans, including for call coverage, customer scorecards, and response times.
• Manage heightened customer service issues before escalating them to the Customer Service Manager, with the goal of optimizing customer satisfaction.
• Improve customer service quality by optimizing processes, tracking performance metrics, and implementing improvements.
• Build and maintain customer relationships.
• Process and enter orders while coordinating with scheduling and operations.
• Process complaints, corrective actions, returns, and credits.
• Manage open orders for assigned accounts to ensure accuracy and on-time delivery.

Benefits

• Competitive salary and bonus potential.
• 401(k) with a 5% company match, vested after two years.
• 15% immediate return for participation in the company’s Employee Stock Purchase Plan (ESPP).
• Medical, dental, and vision plans.
• Employer-paid disability plans and life insurance.
• Paid time off and holidays.
• Tuition support for degree and continuing education.
• Employee Resource Groups focused on employee empowerment.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed