Customer Service Lead

Job Description

Job Description

Description:

The Customer Service Lead supports the daily execution of customer service activities to ensure accurate and timely processing of retardant orders and related inventory movements for the Rancho Cucamonga site, off-site tolling facilities, terminals, and airbases.

This role serves as the primary point of coordination for day-to-day customer service operations, providing guidance to customer service staff while managing order intake, prioritization, customer communication, and issue resolution. The Customer Service Lead works closely with the Dispatch Lead and cross-functional teams to align order requirements and delivery timing and to ensure smooth handoffs and uninterrupted service.

The Customer Service Lead is hands-on in execution and ensures all activities are performed accurately, professionally, and in compliance with Perimeter Solutions (PS) controllership standards and Environmental, Safety, and Health (ESH) policies.

Essential Duties and Responsibilities include (not in any priority):

• Coordinate daily customer service activities and partner closely with Dispatch and Transportation teams to support order execution.
• Ensure accurate and timely order processing, inventory movements, and transportation support.
• Provide day-to-day guidance and support to customer service staff.
• Serve as a key point of contact for customers, carriers, and internal stakeholders.
• Monitor operations, resolve routine issues, and escalate risks as needed.
• Manage shifting priorities with urgency in a fast-paced environment.
• Support compliance with controllership and ESH standards.
• Partner cross-functionally to support safe and efficient operations.
• Perform other duties as assigned.

Preferred Qualification, Knowledge, Skills, and Abilities:

• 1+ years of experience in a manufacturing or industrial environment.
• 2+ years of customer service experience.
• Experience with inventory management and ERP systems.
• Prior customer service leadership experience.
• Demonstrated ability to coach, develop, and manage employee performance.
• Experience supporting process improvement initiatives.
• Strong organizational, analytical, and problem-solving skills.
• Effective written and verbal communication skills with all levels of the organization.
• Advanced proficiency in Microsoft Word and Excel.
• Professional, adaptable team player with a positive attitude.