Customer Service Lead

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 on 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 oversees daily operations of the customer service team, ensuring smooth workflow, adherence to standards, and timely resolution of escalated issues. This role combines leadership, coaching, performance monitoring, and process improvement responsibilities. The lead serves as the bridge between frontline staff and management, supporting representatives with complex or escalated customer concerns.

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:

• Supervise daily customer service operations, ensure that representatives meet performance goals, adhere to company protocols, and deliver timely, accurate support across all channels.
• Provide coaching, mentoring, and training to customer service representatives, supporting skill development, product knowledge, and adherence to best practices.
• Handle escalated or complex customer issues that cannot be resolved by frontline staff, ensuring alignment with company policies and customer satisfaction standards. Escalate to Customer Service Manager if resolution cannot be achieved.
• Collaborate with cross-functional teams—including sales, product development, operations, and marketing—to address systemic issues and enhance the overall customer experience.
• Lead team meetings and performance checks, providing feedback to Customer Service Manager, conducting evaluations, and maintaining documentation related to individual and team performance.
• Support new employees on boarding, ensuring that new representatives understand systems, expectations, and protocols.
• Learn product portfolio for better understanding of customer needs.
• Other duties as assigned.

Requirements

Minimum Qualifications:

• 2+ Years of Customer Service 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 accommodations that can be made without imposing an undue hardship.

Magnum Venus Products, Inc. is an Equal Opportunity Employer.