Customer Service Team Lead

Customer Service Team Lead

At CFS Technologies, we're a growing team delivering innovative, American-made chemical dispensing and hygiene solutions. We value teamwork, quality, and people who take pride in what they do. Join us and be part of a company where your contributions make a difference.

The Customer Service Team Lead positionally is the senior customer service representative with responsibilities for ensuring accountability without direct reports. The person in this role acts as the primary escalation point for customer issues, coordinates with the manufacturing and production team on lead times and delivery expectations, manages sensitive customer communications regarding delays or operational issues, handles phone and email communications, and serves as an operational bridge between customers, production, and internal teams.

Primary Responsibilities

• Serve as the primary point of escalation for customer service issues, ensuring timely and professional resolution.
• Attend operational meetings and communicate relevant updates to impacted stakeholders.
• Coordinate with Manufacturing, Production, Planning, Shipping, and Operations teams to obtain and communicate accurate product lead times and order status updates.
• Respond to customer phone calls and emails regarding orders, shipments, lead times, product availability, and other inquiries.
• Maintain close and effective communication with team members across Sales, Office, Warehouse, and other departments, including employees located at facilities in other states.
• Collaborate with internal departments to ensure customer requests and concerns, including billing disputes, are addressed accurately and promptly.
• Assist in resolving logistical, financial, operational, and other customer-related issues as they arise.
• Provide guidance, support, and accountability to Customer Service team members in a lead or dotted-line supervisory capacity.
• Assist with developing, documenting, and improving standard operating procedures (SOPs) to increase efficiency and enhance the customer experience.
• Support departmental and company-wide sales and customer service goals.
• Follow all company policies, procedures, and safety requirements.
• Perform other duties as assigned.

Skills & Qualifications

• Strong understanding of manufacturing operations, production timelines, lead times, order fulfillment, and shipping processes.
• Experience coordinating cross-functionally with Production, Shipping, Sales, Accounting, and Operations teams.
• Excellent verbal and written communication skills with the ability to communicate clearly and professionally with customers and internal teams.
• Ability to analyze information and provide accurate updates regarding order status, lead times, product availability, and customer concerns.
• Strong interpersonal and leadership skills with a positive and professional demeanor.
• Ability to provide guidance and accountability to team members while maintaining effective working relationships.
• Ability to work effectively both independently and as part of a team.
• Proficiency with ERP and CRM systems and Microsoft Office applications, including Outlook, Excel, and Word.
• Strong work ethic with excellent organizational and time-management skills.
• Customer-focused mindset with strong problem-solving, decision-making, and conflict-resolution abilities.

Work Environment & Physical Requirements

• Work is primarily performed in a climate-controlled facility.
• Prolonged periods of sitting or standing at a desk and working on a computer.
• Regular use of standard office equipment, including computers and telephones.
• Must be able to communicate clearly and effectively in English, both verbally and in writing, to interact professionally with customers, respond to phone and email inquiries, communicate order and product information, and coordinate with internal teams.
• Noise levels may vary and can be consistent with warehouse and manufacturing operations.

Benefits & Perks

• Competitive pay
• Medical, dental, and vision insurance
• Health Savings Account (HSA) options
• Company-paid and voluntary life insurance
• Short-term and long-term disability benefits
• 401(k) retirement plan
• Paid time off (PTO)
• Paid holidays
• Employee development and growth opportunities
• Supportive, team-oriented work environment

Disclaimer

The above statements are intended to describe the general nature and primary responsibilities of this position. They are not intended to be a comprehensive list of all duties, responsibilities, qualifications, or working conditions associated with the role. Duties and responsibilities may be changed or assigned at any time based on business needs.

Equal Employment Opportunity

We are an Equal Opportunity Employer and E-Verify participant. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability, genetic information, protected veteran status, or any other status protected by applicable federal, state, or local law. Reasonable accommodations are available to qualified individuals with disabilities in accordance with applicable law.