Job Description

We are seeking a Customer Service Team Lead to guide our customer service team and deliver an outstanding experience for our customers. This position oversees daily team operations, drives continuous improvement in customer satisfaction, and fosters a positive, high-performing team culture. The ideal candidate will be an experienced leader who enjoys coaching and mentoring others, managing performance metrics, and collaborating across departments to resolve customer issues effectively.

Primary Duties:

• Oversee the Customer Service Team, providing coaching, support, training, and feedback.
• Monitor complaint handling processes to ensure compliance with company policies.
• Assign CSR tasks in the Salesforce queue to customer service reps.
• Assist by taking CSR tasks and processing credits when necessary.
• Ensure timely and empathetic communication with customers throughout the complaint resolution process.
• Act as an escalation point for high-priority or sensitive customer issues.
• Develop and maintain customer complaint reporting metrics and dashboards.
• Create new and revise existing work instructions related to customer complaints.
• Analyze complaint trends and root causes to identify opportunities for process improvements and customer experience enhancements.
• Collaborate with cross-functional teams (e.g. Quality, Operations, Product Management, Sales) to resolve complex issues and implement corrective actions.
• Train other department personnel on the customer complaint process and how it relates to their role (e.g. Sales, Finance, Shipping)
• Work with Quality Assurance Team Lead to ensure seamless collaboration between Customer Service Reps and QA Team.
• Oversee the IPC custom color request process in Salesforce.
• Complete miscellaneous tasks or projects as assigned by the Quality & EHS Manager to support corporate and department objectives and quality system improvement.

Personal Attributes/Job Requirements:

• 3+ years of experience in customer service or complaint handling that includes 1+ years of experience in a leadership role.
• High school diploma or equivalent required. Associate or bachelor's degree preferred.
• Strong interpersonal and conflict resolution skills.
• Excellent written and verbal communication abilities.
• Effective time management skills and ability to prioritize tasks for the team.
• Proficiency in CRM, ERP, or customer complaint systems. Advanced Excel skills a plus.

Job Relationships:

• Interacts with all levels of the organization.
• Reports directly to the Quality & EHS Manager.

Benefits:

• Health insurance
• Dental insurance
• Generous employer 401k contributions
• Flexible spending account
• Tuition reimbursement
• Generous paid time off
• Employee assistance program
• Vision insurance
• Employee discount
• Life insurance
• Referral program

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