Customer Service Lead

Job Description

Job Description

Customer Service Lead

Company: Hammond Roto-Finish
Position Type: Full-Time
Schedule: Monday–Friday, 8:00 AM–4:30 PM
Location: Kalamazoo, Michigan 

Position Summary

Hammond Roto-Finish is seeking an experienced and highly organized Customer Service Lead to serve as a primary point of contact between Hammond Roto-Finish, its customers, and its distribution network.

This position plays a critical role in ensuring that customer inquiries, orders, shipments, and follow-up activities are managed accurately and efficiently from initial contact through completion. The Customer Service Lead will serve as the central communication hub for non-equipment product orders and will work closely with Sales, Management, Shipping, Accounting, and other internal departments to ensure customers receive timely and accurate information.

The ideal candidate is organized, responsive, detail-oriented, and comfortable managing multiple priorities in a manufacturing environment. Strong communication skills and the ability to take ownership of issues through resolution are essential.

Key Responsibilities

Customer Communication & Support

• Manage incoming and outgoing communication with Hammond Roto-Finish customers and the company's distribution network.
• Serve as a primary point of contact for customer questions, order status, product availability, pricing, delivery, and other account-related matters.
• Develop and maintain professional relationships with direct customers and distributors.
• Respond to customer inquiries promptly and ensure questions and issues are followed through to resolution.
• Maintain clear and accurate communication with customers regarding order status, expected delivery dates, and potential delays or issues.

Order Management & Follow-Up

• Follow up on customer inquiries, quotations, and orders through completion.
• Monitor open orders and proactively identify items requiring additional information, action, or follow-up.
• Coordinate with internal departments to ensure customer commitments are met.
• Maintain accurate order and customer information within company systems.
• Identify potential problems before they affect the customer and communicate appropriate solutions or alternatives.

Shipping & Logistics

• Ensure daily shipments are organized, coordinated, and managed efficiently.
• Coordinate domestic and international shipments, including global traffic.
• Prepare and/or coordinate required shipping documentation.
• Manage customs, duties, and other international shipping documentation and requirements.
• Coordinate with freight carriers, customs brokers, customers, distributors, and internal personnel as necessary.
• Track shipments and communicate status, delays, or other issues to appropriate parties.
• Ensure shipments are properly documented and processed in accordance with customer and company requirements.

Non-Equipment Product Orders

• Serve as the central communication hub for non-equipment product orders , coordinating activities between customers, distributors, Sales, Shipping, Accounting, and other internal departments.
• Manage the order process from initial inquiry through shipment and completion.
• Ensure accurate communication of product availability, pricing, delivery expectations, and order status.
• Coordinate internally to resolve order issues and maintain customer satisfaction.

Management Communication & Continuous Improvement

• Keep the management team informed of customer and distributor feedback regarding:
  • Pricing
  • Product availability
  • Delivery and lead times
  • Product quality
  • Service
  • Shipping and logistics
  • Overall customer satisfaction
• Identify recurring customer concerns or operational issues and bring them to management's attention.
• Provide feedback that can help Hammond Roto-Finish improve its products, processes, customer service, and distribution support.
• Assist management in identifying opportunities to improve order processing, communication, and customer experience.

Qualifications & Skills

• Previous experience in customer service, inside sales, order management, logistics, or a related manufacturing environment.
• Strong written and verbal communication skills.
• Excellent organizational and time-management abilities.
• Ability to manage multiple orders, customers, and priorities simultaneously.
• Strong attention to detail and accuracy.
• Ability to independently follow issues through to completion.
• Professional and customer-focused approach.
• Comfortable communicating with customers, distributors, vendors, and internal personnel.
• Strong computer skills and ability to learn company ERP, CRM, shipping, and other business systems.
• Experience with domestic and/or international shipping is strongly preferred.
• Familiarity with customs and international shipping documentation is a plus.
• Manufacturing or industrial equipment experience is preferred but not required.

What Success Looks Like

The successful Customer Service Lead will become a dependable central resource for customers, distributors, and Hammond Roto-Finish employees. Success in this position means:

• Customer inquiries receive timely and accurate responses.
• Orders are consistently followed through to completion.
• Daily shipments are organized and processed efficiently.
• International shipments are properly documented and coordinated.
• Customers and distributors have clear visibility of order and delivery status.
• Internal departments have the information needed to execute customer commitments.
• Management receives timely, actionable feedback from the customer and distribution network.
• Issues are identified and resolved proactively rather than after they become customer problems.

Training & Transition

A comprehensive 3–4-week transition and training period will be provided with the current individual in the position, who is retiring. This training period is intended to provide the successful candidate with hands-on experience and a thorough understanding of Hammond Roto-Finish's customers, distribution network, products, order processes, shipping procedures, and internal systems.

Schedule

Monday–Friday, 8:00 AM–4:30 PM

Benefits

Hammond Roto-Finish offers a comprehensive benefits package, including a Priority Health healthcare plan . Additional benefit details will be provided during the hiring process and upon extension of an offer of employment.

About Hammond Roto-Finish

Hammond Roto-Finish is an established manufacturer of industrial finishing equipment and automated finishing systems. The company serves customers and distributors across a broad range of industrial markets and provides engineered solutions for deburring, polishing, grinding, vibratory finishing, and other surface-finishing applications.

The Customer Service Lead is an important position within the organization and will have a direct impact on the customer experience and the company's ability to efficiently execute orders and shipments.