Customer Service Lead

Magnum Venus Products (MVP) is a global manufacturer of fluid movement and production solutions for?industrial applications in composites and adhesives markets. MVP collaborates with its customers to offer tailored production solutions to meter, mix, dispense, and apply materials. For over 80 years, MVP has been a leading equipment provider for the marine, infrastructure, pool and bath, oil & gas, transportation, aerospace, and wind industries. As a family-owned business, MVP serves its customers and communities with integrity and respect to create a better experience.? Our same core values with which the company was founded 80 years ago continue to guide us today as we create a better experience for our employees, customers, and communities. MVP proudly offers a competitive medical (partially Company-paid), dental, vision, life and disability plan; 401k retirement plan with a 3% match; Paid Time Off (starting at 13 days per year); and 9 Company-paid holidays and 2 floating holidays. Position Summary The Customer Service Lead serves as the primary point of contact for customers while managing the end-to-end Return Material Authorization (RMA) process. This position is responsible for delivering exceptional customer service, resolving product and order-related issues, coordinating returns and warranty claims, and ensuring timely communication between customers, sales, operations, quality, and warehouse teams. The Customer Service Lead embodies MVP’s core values of Family, Friendly, and Forward , creating a positive, empathetic environment for both customers and team members while reinforcing reliability, accountability, and customer-focused problem solving. Work Description Back up the CSR department by working in the inboxes processing customer quotes and orders as needed. Manage the complete RMA process from initial request through final resolution. Review and evaluate return requests for warranty eligibility, product defects, shipping damage, or customer satisfaction concerns. Create and issue RMA numbers and provide customers with return instructions. Coordinate with warehouse, quality assurance, technical support, and manufacturing teams regarding returned products. Track and document all returned materials and claims. Investigate product issues and gather required documentation, photos, and supporting information. Maintain accurate records of service transactions, RMAs, credits, warranty claims, and customer communications. Monitor RMA turnaround times and ensure timely communication with customers. Generate reports and analyze return trends to identify recurring product or process issues. Recommend process improvements to reduce return rates and enhance customer satisfaction. All other tasks as deemed necessary. Minimum Qualifications 2+ Years of Customer Service Experience / RMA Experience Proficiency in Microsoft Office (Outlook, Word, Excel) High School Diploma or GED Competencies Uphold MVP company values (Family. Friendly. Forward.) Ability to lead a team of 3 – 5 employees Excellent interpersonal and communication skills both written and verbal Active listening: identifies concerns and responds appropriately Critical thinking with the ability to dive deep into situations to provide effective solutions Empathy, maintains patience and composure in difficult situations Product /Service Knowledge: Willingness to learn the product line to better support our customers Attention to detail: Accurately records information and follows processes Adaptability, adjusts to changes in systems, policies, and customer needs Accountability, takes ownership of tasks and outcomes, follows through on commitments, makes informed decisions and accepts results, demonstrates reliability and consistency, team player. Physical Demands Physical activity includes sitting for long periods of time, typing Magnum Venus Products, Inc. is committed to compliance with its obligations under all applicable state and federal laws prohibiting employment discrimination. In keeping with this commitment, it attempts to reasonably accommodate applicants and employees in accordance with the requirements of the disability discrimination laws. It also invites individuals with disabilities to participate in a good faith, interactive process to identify reasonable accommodation that can be made without imposing an undue hardship. Magnum Venus Products, Inc. is an Equal Opportunity Employer. Department: null #J-18808-Ljbffr MVP Middle East