Customer Service Team Lead

Wieland•Lima, OH

3d•Onsite

About The Position

Wieland is hiring a Customer Service Team Lead. The Customer Service Team Lead will be responsible for providing day-to-day leadership, coordination, and coaching for the CSR team while continuing to support customer accounts or advanced CSR responsibilities. Acts as a first point of escalation and a liaison between the team and management. This role is located in Lima, Ohio and will be fully on-site.

Requirements

High school diploma or equivalent required
Advanced CSR Experience (2 years)
Proficient / Basic Computer Skills (Microsoft Suite)
ERP / MRP System Proficiency
Strong customer issue resolution and prioritization skills
Strong communication and collaboration skills
Quality Awareness
Problem Solving and Root Cause Analysis
Cross-functional Coordination
Excellent Communication Skills
Continuous Improvement Mindset
Excellent Time Management and Adaptability
Attention to Detail and Accountability
Ability to lead and guide Team members

Nice To Haves

Associate’s or higher preferred

Responsibilities

Lead daily workflow prioritization and workload balancing for the CSR team
Serve as first-level escalation for customer or internal issues
Coach, train, and support CSRs on systems, processes, and customer interactions
Monitor service levels, responsiveness, and quality standards
Support onboarding and cross-training of new team members
Partner with management on capacity planning and process improvement initiatives
Continue to perform CSR duties as assigned
Mentor lower-level CSRs informally
Provide coverage support for other CSRs as assigned
Monitor individual and team performance against service level agreements, quality standards, and productivity metrics
Provide ongoing coaching, feedback, and corrective guidance
Participate in hiring, onboarding, training, and performance management
Escalate attendance, conduct, and performance issues in accordance with company policy
Escalate risks, performance concerns, and resource needs proactively
Oversee scheduling, workload distribution, and queue management
Ensure consistent application of policies, procedures, and customer service standards
Review customer interactions for quality, professionalism, and compliance
Identify recurring service issues, trends, or training gaps
Communicate operational priorities, updates, and expectations to the team
Act as a liaison between CSRs and CSR Management
Support cross functional coordination with Operations, HR, and other departments as needed
Approves daily operational decisions within defined guidelines
Escalates policy exceptions and strategic decisions to the CSR Manager