Customer Service Lead

Customer Service Lead Mallard Creek Polymers is seeking a qualified Customer Service Lead to join our team. The Customer Service Lead serves as both a working Customer Service Representative and a frontline supervisor responsible for ensuring exceptional customer service, accurate order management, and efficient communication across the organization. This position provides daily leadership and direction to the Customer Service Team while actively managing customer accounts, order entry, and issue resolution. Our ideal teammate has work-related experience with the following: Leadership & Team Management Customer Service Operations Order Management & EDI Administration Cross-Functional Coordination Process Improvement Mallard Creek Polymers is a chemical manufacturer, providing a broad range of styrene-butadiene, styrene-acrylic and acrylic emulsion polymers to our customers. Our business philosophy is to provide our customers with customized solutions, flexibility, and complete satisfaction. Customer care, new product development, and flexible manufacturing are key areas of focus. We seek to attract, retain, and inspire people who want to make a clear, personal impact on the success of the Company. The Customer Service Lead combines supervisory responsibility with direct customer service execution and is expected to remain actively involved in daily order processing while leading the customer service function. Skills and Qualifications: Associate's degree in Business, Supply Chain, or related field; equivalent experience will be considered. Minimum 5 years of customer service, order management, or supply chain experience. Minimum 2 years of leadership, supervisory, or team lead experience. Strong experience with Electronic Data Interchange (EDI) transactions and troubleshooting. Experience with ERP systems (JDE, SAP, Oracle, Microsoft Dynamics, or similar). Proven experience managing customer orders from entry through shipment. Strong problem-solving, organizational, and communication skills. Ability to manage multiple priorities in a fast-paced environment. Key Performance Indicators (KPIs): Order entry accuracy Customer satisfaction EDI transaction success rate On-time order processing Customer response time Open order management Service issue resolution time Team productivity and development Work Location & Hours: Mallard Creek Polymers Plant Morehead Road, Charlotte, NC 28262 8 Hour Shifts from 8 AM - 5 PM Schedule Type: Monday - Friday Travel: Minimal (possibly to other company locations located within the Charlotte area) Job Type/ Department: Full-Time Direct Hire / Supply Chain Positions available: 1