Customer Service Lead

Customer Service Lead

Mechatronic Solutions is looking for a Customer Service Lead to support the daily flow of work across our customer service team and help ensure customers receive timely, accurate, and professional support. This is a hands-on role for someone who enjoys helping others, solving problems, keeping work organized, and supporting continuous improvement in a fast-paced industrial distribution environment.

The Customer Service Lead will work closely with technical support, sales, purchasing, accounting, warehouse operations, and vendors to keep customer orders, quotes, and follow-up activity moving smoothly.

Duties & Responsibilities

• Support the day-to-day activities of the Customer Service team, including order entry, quote follow-up, customer communication, returns, and issue resolution.
• Help monitor incoming emails, calls, open orders, vendor updates, and customer requests to ensure work is prioritized and completed on time.
• Provide guidance, coaching, and support to team members on customer communication, ERP accuracy, order follow-up, and problem-solving.
• Serve as a first point of escalation for routine customer service issues and help coordinate timely resolution with the appropriate internal teams.
• Partner with purchasing and vendors to gather order status, expedite requests, and communicate updates clearly to customers and team members.
• Work with warehouse operations, sales, and accounting to help remove roadblocks and support a smooth order-to-shipment process.
• Assist with documenting customer service procedures, improving workflows, and identifying opportunities to make the team more efficient.
• Support training, onboarding, and knowledge sharing for new and existing customer service team members.
• Help track team activity, service levels, open items, and process improvement opportunities for review with leadership.

Qualifications

• Experience in customer service, inside sales support, order management, distribution, manufacturing, or a related business environment.
• Strong communication skills with a customer-first mindset and a positive, team-oriented approach.
• Ability to stay organized, prioritize competing requests, and follow through with urgency and accuracy.
• Comfort using ERP systems, Microsoft 365, email, spreadsheets, and other business tools to manage customer and order activity.
• Strong problem-solving skills and the ability to help team members work through customer, order, or vendor-related issues.
• Willingness to take ownership, lead by example, and support a culture of accountability and continuous improvement.

Preferred Experience

• Industrial automation, controls, electrical distribution, manufacturing, or technical product experience.
• Experience with Microsoft Dynamics 365 Business Central or a similar ERP system.
• Prior experience as a senior customer service representative, team lead, trainer, coordinator, or informal team resource.
• Familiarity with Microsoft 365, reporting tools, process documentation, or operational dashboards.

Why Join Mechatronic Solutions?

• Opportunity to make a visible impact on the customer experience and daily team performance.
• Collaborative environment with strong connection across customer service, sales, operations, purchasing, accounting, and leadership.
• Role designed for someone who enjoys hands-on work while also helping coach, organize, and improve the team.
• Competitive benefits package including 401(k) with company match, health, vision, dental, LTD insurance, and vacation/sick time for full-time employees.

Ideal Fit: A dependable, positive team player who leads by example, communicates clearly, takes ownership, and helps the team stay organized and responsive.

Why Build a Career with Us?

Everyone's an Owner of the Company: Because every team member contributes to Flow Control Group's success, everyone has the benefits of ownership! Flow Control Group has a broad-based employee ownership program extended to every employee within our portfolio companies.

Competitive Benefits: Enjoy an attractive benefits package that includes Medical, Dental and Vision insurance (among other plans), competitive 401(k) matching program, career growth opportunities, employee referral program, paid time off and holidays, as well as parental leave. Training: FCG University learning and training platform available to all employees offering over 80k courses.

Career Growth Opportunities: At Flow Control Group, we are committed to your professional development. With a vast network of over 100 brands across North America, we provide unparalleled opportunities for growth and advancement. Whether you're just starting your career or looking to take it to the next level, we offer custom training programs, mentorship, and a supportive environment to help you achieve your goals. Join us and be part of a dynamic team where your contributions make a real impact.

Equal Opportunity Employer: Flow Control Group is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other legally protected characteristics.