Customer Support Lead

ENGINEERED CORROSION SOLUTIONS LLC•Maryland Heights, MO

1d•Onsite

About The Position

The Customer Support Lead plays a pivotal role in ensuring ECS maintains its reputation as the leading corrosion solution provider through consistent, high-quality customer support. This position is a working lead responsible for providing direction and leadership to the Customer Support team while overseeing all post-sale support customer-related activities. The role focuses on delivering exceptional customer experience, driving process improvements, and supporting a growing customer support function.

Requirements

Experience coaching, mentoring, and developing customer-focused team members
Strong communication (written and verbal) and interpersonal skills
High accountability and self-motivation
Exceptional organization, leadership, and prioritization abilities
Proactive problem-solving mindset
Proficiency in Microsoft Outlook and Word
Ability to manage and maintain Salesforce reports and dashboards
Proficient data aggregation in a service environment
Proven ability to plan and manage team priorities to generate maximum efficiency and productivity with demonstrated effectiveness.
Ability to work through multiple obstacles to complete daily tasks
High energy individual with contagious effect who motivates teams and fosters a positive, safe, and inclusive work environment
Problem solver who stays calm under pressure and makes data-informed decisions
HS Diploma or equivalent – required
3 years of customer service experience – required
1+ year of customer service team leadership experience – required

Nice To Haves

Experience in CRM management software: Salesforce
Experience with RingCentral
Experience with Microsoft Office Suite

Responsibilities

Deliver “white glove” support by anticipating customer needs, exceeding expectations, and ensuring customers feel valued.
Perform all activities of a Customer Support Specialist, including order processing from quote to completion.
Process orders from quote through completion, including international orders.
Coordinate with external vendors for repairs as needed.
Interact with customers via phone, email, online chat, and virtual meetings.
Gather field service visit details and log all customer interactions in Salesforce.
Resolve post-sale inquiries, including order status and shipping issues, with creativity and urgency
Accurately document all customer communications and activities in Salesforce.
Serve as the primary coordinator of customer support activities and ensure seamless communication across teams.
Coordinate with the Production team to prioritize shipping and fulfill customer commitments.
Collaborate cross-functionally across the organization with the Sales, Engineering, Production, and Field Service teams to resolve technical or process-related issues.
Standardizes methods and training for Customer Support team, building strength into team with redundant skill sets and flexibility to use resources most efficiently
Maintain a visual metrics board to track department performance metrics
Recommend and document process improvements to enhance team effectiveness.
Train new Customer Support Specialists and assist in the generation of training documents
Ensure adequate team coverage to maintain responsive customer support.
Act as backup for Customer Support Specialists
Act as a backup for the Technical Services Coordinator