Customer Relations Lead

Position Summary The Customer Relations Lead is responsible for ensuring seamless customer lifecycle management, from onboarding through ongoing account support. This role serves as a critical link between Sales, Finance, and Customer Service, driving operational efficiency, data accuracy, and consistent reporting. The ideal candidate is highly detail-oriented, process-driven, and a go-to resource for customer operations and internal team support. Key Responsibilities Customer & Account Management Serve as the primary point of contact for key accounts, ensuring strong relationships and high levels of customer satisfaction. Act as the internal escalation point for Customer Relations Representatives. Customer Onboarding & Setup Oversee customer onboarding, ensuring a smooth and efficient experience. Manage test order processing and coordination across internal teams. Manage new customer setup in NetSuite, including accurate data entry and account configuration. Assign accounts to appropriate team members based on structure and capacity. Perform and review customer credit checks to support risk management. Invoicing & Pricing Operations Maintain and oversee pricing structures, ensuring accuracy and consistency. Approve invoicing to ensure alignment with pricing, contracts, and order details. Reporting & Analytics Manage and deliver recurring reports, including: Weekly Sales Operations Metrics Mid-month Reporting Monthly Metrics Track performance trends and provide actionable insights to leadership. Maintain and update the weekly Fuel Surcharge report. Compliance & Controls Oversee and maintain two ICFR (Internal Controls over Financial Reporting) controls. Manage and support bi-monthly audit requests, ensuring documentation accuracy and timeliness. Process Ownership & Training Serve as the subject matter expert (SME) for customer operations processes. Train and onboard new employees on systems, workflows, and best practices. Continuously improve processes to enhance efficiency, accuracy, and scalability. Act as the go-to resource for Customer Relations Representatives with process-related questions. Requirements Knowledge Customer & Account Management: Principles, B2B practices, onboarding, and sales support. Financial & Commercial Operations: Pricing administration, invoicing, credit review, and order-to-cash workflows. Systems & Technology: Advanced NetSuite/ERP, CRM, and data analysis tools. Compliance & Controls: ICFR, audit support, and record retention. Business Acumen: Sales metrics, fuel surcharge calculations, and supply chain logistics. Skills Relationship Management: Building trust, managing escalations, and balancing business needs. Leadership: Coaching, mentoring, delegating, and cross-functional coordination. Operational: Onboarding, pricing, invoicing, credit review, and process documentation. Analytical: Metric analysis, trend identification, and reporting. Systems: Advanced ERP navigation, data validation, and Microsoft Excel (pivot tables, lookups). Communication: Stakeholder management, training, and professional correspondence. Abilities Customer Focus: Building credibility and resolving complex issues. Organization & Execution: Prioritizing demands and maintaining accuracy. Leadership & Development: Influencing others and fostering growth. Process Improvement: Identifying inefficiencies and implementing scalable workflows. Analytical & Decision-Making: Interpreting data for actionable recommendations. Compliance & Governance: Executing controls and supporting audits. Education and Experience High Degree equivalent required; BA or BS in Business Administration, Supply Chain, Logistics, or Operations highly preferred. 2 years' experience in a multi-faceted customer relations position required, preferably in a manufacturing or industrial environment. Physical Requirements & Working Conditions Hybrid work arrangement (remote/onsite). Ability to work in office and manufacturing environments. Occasional travel (less than 10%). Requires standard office equipment usage, data entry, and ability to navigate industrial areas safely. #J-18808-Ljbffr