Lead, Customer Svc

Lead, Customer Svc

Location: Bennettsville, South Carolina (SC), US Building People that Build the World. With platforms in HVAC and Detection and Measurement, SPX Technologies builds innovative solutions that enable a safer, more efficient, sustainable world. Through our RiSE talent development framework, we Reach, Identify, Strengthen, and Engage our employees to support them in their continued development. We're a global company of problem solvers, collaborators, and innovators, and our businesses build solutions that impact the world. This opportunity is for our Electric Heat business. Electric Heat is a trusted leader in electric heating and ventilation solutions for commercial, industrial, and residential applications. Backed by the strength of ASPEQ Heating Group and Marley Engineered Products, we offer a wide range of standard and customized products through leading brands like QMark, Indeeco, Berko, and Brasch. Our portfolio includes baseboard, wall, unit, and infrared heaters, along with ceiling fans and air circulators - designed to deliver comfort, reliability, and performance. We are committed to high-quality, energy-efficient solutions that improve environments where people live and work.

How You Will Make an Impact (Job Summary)

SPX is a diverse team of unique individuals who all make an impact. The Customer Service Lead is responsible for overseeing the daily execution of customer support and order management activities while ensuring timely, accurate, and customer-focused service. This role serves as a key resource for the Customer Service team by providing guidance, prioritizing workloads, supporting employee development, and helping resolve escalated customer concerns. The Customer Service Lead partners closely with Sales, Operations, Manufacturing, Shipping, and other cross-functional teams to drive operational excellence, improve processes, and deliver an exceptional customer experience. The ideal candidate is a strong communicator, detail-oriented problem solver, and collaborative leader who thrives in a fast-paced environment.

What You Can Expect in This Role (Job Responsibilities)

While each day brings new opportunities at SPX, your core responsibilities will be:

• Customer Service Operations & Order Management
• Oversee and prioritize daily order entry activities to ensure timely and accurate processing using FIFO methodology.
• Process customer orders accurately and efficiently through ERP and order management systems when needed.
• Monitor workflow, order status, and open customer requests to ensure timely completion and follow-up.
• Maintain accurate customer records, transactions, and order documentation.
• Ensure adherence to established customer service processes and service level expectations.
• Customer Support & Escalation Management
• Serve as a primary escalation point for complex customer inquiries, complaints, and service issues.
• Respond to customer inquiries through phone, email, and other communication channels with professionalism and urgency.
• Resolve customer concerns through effective problem-solving and collaboration with internal teams.
• Foster a customer-first culture focused on responsiveness, quality, and satisfaction.
• Ensure consistent communication with customers regarding order status, delivery timelines, and issue resolution.
• Team Leadership & Development
• Provide guidance, coaching, and training to Customer Service team members on systems, procedures, and best practices.
• Support onboarding and development efforts for new team members.
• Assist in monitoring team workloads and performance to ensure efficiency and service quality.
• Promote a collaborative, positive, and accountable team environment.
• Share knowledge and resources to help improve team capabilities and customer outcomes.
• Cross-Functional Collaboration & Continuous Improvement
• Collaborate with Sales, Manufacturing, Shipping, Planning, and Operations teams to ensure customer requirements are met.
• Support resolution of order discrepancies, shipping issues, and process challenges affecting customer satisfaction.
• Identify process gaps and improvement opportunities to enhance operational efficiency and service performance.
• Participate in special projects and continuous improvement initiatives that support business objectives.
• Help drive standardization and best practices across customer service processes.

What We Are Looking For (Experience, Knowledge, Skills, Abilities, Education)

We each bring something to the table, and we are looking for someone who has:

• Required Experience
• High School Diploma or equivalent required.
• 3+ years of customer service, order management, or related business experience preferred.
• Experience working within ERP, order management, or customer service systems.
• Demonstrated experience supporting or leading work teams, projects, or functional processes.
• Strong computer proficiency, including intermediate to advanced Microsoft Excel skills.
• Preferred Knowledge, Skills, and Abilities
• Experience in a manufacturing, industrial, or distribution environment.
• Familiarity with customer relationship management (CRM) systems.
• Knowledge of continuous improvement methodologies and process optimization.
• Previous leadership, lead, mentoring, or supervisory experience.
• Experience managing customer escalations and driving issue resolution.
• Education & Certifications
• High School Diploma or equivalent required.
• Associate's or Bachelor's degree in Business, Communications, Supply Chain, or a related field preferred.

Travel & Working Environment

Hybrid work environment with 2-3 days in office.

How We Live Our Culture

Our culture is at the center of what we do and, more importantly, who we are. Our core values set a standard for how we manage ourselves, and our Leadership Model sets the standard for how we engage with each other. Whether you are an individual contributor or you lead a large team, each of us leads at SPX.

What Benefits Do We Offer?

We know that the well-being of our employees is integral. Our benefits include:

• Generous and flexible paid time off including paid personal time off, caregiver, parental, and volunteer leave
• Competitive health insurance plans and 401(k) match, with benefits starting day one
• Competitive and performance-based compensation packages and bonus plans
• Educational assistance, leadership development programs, and recognition programs

Our Commitment to Embrace Diversity to Build a Culture of Inclusion at SPX

We value different backgrounds, experiences, and voices at SPX, and we are committed to challenging ourselves, openly communicating, and striving to improve every day. We believe in creating an inclusive work environment where everyone has a voice and is encouraged to realize their fullest potential. SPX is an affirmative action and equal opportunity employer committed to making selection decisions without regard to race, color, religion, sex, sexual orientation or identity, national origin, age, disability, veteran status, or any other legally protected basis.