Customer Support Specialist Lead

George E. Booth Co.•Greenwood, IN

5d•Onsite

About The Position

George E. Booth Co., Inc is a family-owned and operated industrial automation sales company looking to hire their next full-time Customer Support Specialist Team Lead. The Project Customer Support Specialist Team Lead oversees the daily operations and performance of the Customer Support Specialist (CSS) team while providing administrative and operational support to the broader project team. This role ensures customer orders are processed accurately and efficiently, vendor quotes are obtained promptly, and items are expedited as required. The Team Lead serves as the primary point of escalation for complex customer or order-related issues and is responsible for guiding and mentoring the Project CSS team to achieve departmental goals. The ideal candidate demonstrates strong leadership, excellent organizational skills, and a commitment to maintaining exceptional customer service standards.

Requirements

3–5 years of experience in customer support, sales support, or administrative operations required.
Strong leadership and team development abilities.
Exceptional organizational and multitasking skills.
High attention to detail and accuracy.
Excellent communication and interpersonal skills.
Proven ability to manage multiple priorities in a fast-paced environment.
Strong problem-solving and conflict resolution skills.
Proficiency with CRM and ERP systems (Salesforce and Prophet 21 preferred).
Advanced proficiency with Microsoft Excel.

Nice To Haves

Associate’s or Bachelor’s degree in Business, Administration, or related field preferred.
Prior leadership or team lead experience strongly preferred.

Responsibilities

Provide daily leadership, guidance, and mentorship to the CSS team.
Monitor team workload and delegate tasks to ensure timely and accurate order processing.
Foster a collaborative, customer-focused environment that promotes learning and continuous improvement.
Train and support new team members on company systems, processes, and service standards.
Offer coaching and feedback to support performance and professional growth.
Provide administrative and operational support to sales and back-office teams.
Assist with new customer account setup and vendor onboarding within internal systems.
Support sales staff by obtaining vendor quotes and coordinating necessary information for transactions.
Manage complex or escalated customer inquiries, ensuring timely and effective resolution.
Oversee accurate and timely order entry and documentation within company systems.
Manage approved quotes through the sales order process while ensuring proper documentation.
Assist with order entry or troubleshooting as needed to balance team workload.
Coordinate with vendors to obtain pricing, confirm product availability, and expedite orders.
Regularly review Open Order Reports to identify delays or pending orders and take corrective action.
Assist with processing invoices and project-related documentation.
Support rush orders to ensure customer expectations and deadlines are met.
Maintain accurate customer account information and documentation.
Follow up with customers for additional administrative information or documentation.
Collaborate closely with internal teams to ensure consistent processes and best practices.
Identify opportunities to enhance workflows and operational efficiency.
Communicate proactively across departments to support customer satisfaction and operational excellence.
Perform other duties as assigned to support departmental and organizational objectives.