Lead Customer Service Representative

Overview The Gill Corporation is one of the world's largest manufacturers of honeycomb, high performance floor panels, cargo compartment liners and original equipment for passenger and freighter aircraft. The company also excels in many other types of reinforced plastics including interior sandwich panels for creating structures such as aircraft galleys and bulkheads, honeycomb core and related products. In addition to fulfilling the Senior CSR responsibilities, the Customer Service Lead is responsible for the daily oversight of major accounts and urgent orders, ensuring all inquiries and order processing are managed in accordance with customer expectations and The Gill Corporation’s corporate policies. This role serves as a key point of contact within a high-volume, fast-paced environment working closely with the Customer Service team to deliver a consistent, high quality customer experience. The CSR Lead plays a critical role in guiding the team, supporting escalations, and driving service excellence across the department. Compensation Base pay range : $80,000.00/yr - $97,000.00/yr This range is provided by The Gill Corporation. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Responsibilities Serve as the backup to the Customer Service Manager when they are unavailable. Lead and manage major programs by coordinating daily activities of the Customer Service team. Provide daily direction and support to ensure inquiries are handled in a timely, efficient, and knowledgeable manner. Monitor and manage open orders to ensure timely processing and delivery in line with service level agreements and customer expectations; troubleshoot and escalate issues as needed. Evaluate current processes and procedures, recommending improvements to enhance efficiency and service quality for both internal and external customers. Partner with the Customer Service Manager to track, analyze, and report on departmental metrics and KPIs. Collaborate with cross-functional departments (e.g., Planning, Quality, Sales, Shipping) to resolve customer issues and drive continuous improvement initiatives. Participate in the hiring, training, mentoring, and development of Customer Service Representatives. Review customer demand trends, monitor lost business data, and work with the Sales team to identify growth opportunities. Administer the customer complaint process, ensuring timely follow-up and communication of corrective/preventive actions to the customer. Support additional projects and duties as assigned by the Customer Service Manager. Assist with onboarding and training of new hires. Other essential duties may be assigned. Required Qualifications Bachelor’s degree preferred. Minimum requirement of High School Diploma. Minimum 5 years’ customer service experience, preferably in a manufacturing or aerospace environment. Strong written and verbal communications skills. Proficient with MS Office (Excel, Word, PowerPoint, Outlook) Ability to prioritize and multitask effectively in a fast-paced, dynamic setting. Demonstrated leadership, mentoring, and team-building abilities. Strong problem-solving and organizational skills with attention to detail. Comfortable implementing process changes and coaching others through transitions. Experience with electronic record keeping and order tracking systems. Prefer experience in the aerospace industry and/or knowledge of composites materials and technologies. Compliance This position requires access to information that is subject to compliance with the International Traffic Arms Regulations (“ITAR”) and/or the Export Administration Regulations (“EAR”). In order to comply with the requirements of the ITAR and/or the EAR, applicants will be asked to provide specific documentation to verify U.S. person status under the ITAR and the EAR. A “U.S. person” according to their definition is a U.S. citizen, U.S. lawful permanent resident (green card holder), or protected individual such as a refugee, or asylee. The Gill Corporation is an Equal Opportunity Employer . Applicants for all job openings are welcome and will be considered without regard to race, religious creed, color, age, sex, gender identity, gender expression, genetic information, sexual orientation, national origin, religion, marital status, medical condition, physical or mental disability, military service, veteran status, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, and local laws and ordinances. The Gill Corporation provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disability Act and applicable state and local law. If you require an accommodation in the application process, please notify the Human Resources Department Seniority level Mid-Senior level Employment type Full-time Job function Customer Service and Sales Industries: Aviation and Aerospace Component Manufacturing and Manufacturing #J-18808-Ljbffr