Team Lead Customer Service

Sr. Customer Service Representative

We are a provider of high quality, cost-effective valve lubricants primarily for the oil and gas storage, pipeline and gas distribution markets. We manufacture and distribute industrial sealants and lubricants, as well as related products, such as lubrication equipment and fittings. We serve the global valve maintenance market with value-added specialty products that enable optimal valve operation and help prevent costly, unscheduled downtime at customer facilities and pipelines. In addition, our products provide important safety benefits along with preventing fugitive valve emissions.

About the Role

This position is responsible for providing exceptional customer support by processing orders, addressing customer inquiries, and resolving issues in a timely and professional manner to ensure customer satisfaction and retention. The Sr. Customer Service Representative (CSR) will work closely with the Sales and Operations teams to ensure customer satisfaction and efficient order fulfillment.

As a senior member of the customer service team, this role provides day-to-day guidance, support, and oversight to peers, helping to drive consistency, quality, and adherence to processes. The position acts as a key point of contact for escalations, supports onboarding and training of new team members, and contributes to continuous improvement initiatives across customer service operations.

Internally this position will have the title of Sr. Customer Service Representative.

Principal Duties and Responsibilities

• Serve as the primary point of contact for customer inquiries via phone, email, and other communication channels
• Provide day-to-day guidance and direction to Customer Service team members, promoting consistency in processes and service delivery
• Act as the primary escalation point for complex customer issues and support timely resolution
• Support onboarding and training of new team members, including systems, processes, and best practices
• Monitor team workflows and help ensure service levels and response times are consistently met
• Identify recurring issues, training gaps, and process inefficiencies, and recommend improvements to leadership
• Lead or support process improvement initiatives to enhance customer service operations
• Process customer orders and manage the full order lifecycle, including entry, confirmation, tracking, and post-delivery follow-up
• Maintain strict adherence to documentation standards to support customs clearance and regulatory compliance
• Act as a key liaison between Sales, Operations, Logistics, and Finance to ensure alignment and prevent errors
• Assist in resolving customer complaints, claims, returns, and exchanges
• Provide basic technical support and accurate product and service information to customers
• Maintain accurate records of customer interactions and transactions for reporting and analysis
• Generate and distribute customer reports and support invoicing and billing processes as needed

Qualifications

Education

• High School Diploma or equivalent required
• Associate or Bachelor's Degree in Business Administration, Supply Chain, or a related field preferred.

Experience

• Minimum 35 years of experience in customer service, order processing, or a related role
• 3+ years of demonstrated leadership experience, including providing guidance, training, or informal oversight to team members
• Experience in the manufacturing or oil & gas industry is a plus
• Prior experience working with ERP/MRP systems preferred

Certificates, Licenses, and Registrations

• Certified Customer Service Professional (CCSP) an asset.

Skills and Abilities / Core Proficiencies

• Strong communication skills, both verbal and written
• Demonstrated leadership capability with the ability to guide, support, and influence team members without direct authority
• Strong decision-making and problem-solving skills, particularly in handling escalations
• Ability to provide coaching, training, and knowledge sharing to support team development
• High level of accountability with ownership of both individual and team outcomes
• Excellent customer service skills with strong attention to detail and accuracy
• Ability to multitask, prioritize workload, and manage time effectively in a fast-paced environment
• Strong organizational skills with a focus on data accuracy and documentation compliance
• Ability to collaborate effectively with cross-functional teams
• Proficiency in Microsoft Office Suite and customer service-related systems

Physical Requirements

The physical requirements for this job include the ability to sit for extended periods while using a computer. There may also be occasional lifting of office supplies or small packages up to twenty-five (25) lbs. Additionally, the role involves the ability to engage in repetitive tasks, such as data entry.

Work Conditions

The position is office-based with occasional interaction with warehouse or operations teams. The work schedule follows standard business hours, with occasional overtime as needed. This role operates in a fast-paced environment that requires adaptability and responsiveness to customer needs.

Equal Opportunity Statement

It has been and will continue to be the policy of Flowchem and affiliates not to discriminate against any employee or applicant for employment because of their race, color, religion, national origin, age, sex, sexual orientation, gender identity, gender expression, veteran status, disability, or other legally protected status.

Disclaimer The preceding job description is intended to provide information on the general nature and level of work to be performed by this position. It is not intended to be a detailed description of the job or be interpreted as a comprehensive listing of all duties, responsibilities, and qualifications required of employees assigned to this job. At times employees are expected to perform other duties assigned by management that fall within the generally expected scope of this position.