Customer Service Lead

Job Description

Job Description

We are looking for a Customer Service Lead to guide daily support operations for a growing machinery manufacturing organization. This contract opportunity with potential for a permanent role is ideal for a hands-on leader who can balance team oversight, customer issue resolution, and service performance in a high-volume environment. The person in this role will help strengthen service quality, coach representatives and external partners, and coordinate closely with internal teams to keep customer-facing processes running smoothly.

Responsibilities:
• Direct the day-to-day work of customer service representatives and third-party support partners, fostering accountability and strong service results.
• Oversee inbound service activity across multiple queues, adjusting priorities and resources to maintain timely response levels.
• Resolve complex customer concerns with professionalism, including issues that require escalation beyond the frontline team.
• Provide ongoing coaching through team huddles, one-on-one meetings, and formal feedback discussions to improve performance and consistency.
• Track service metrics and queue performance, using data to identify trends and support achievement of service targets.
• Contribute to onboarding and continuous training efforts covering products, procedures, and customer interaction standards.
• Help document and refine department processes, including standard operating procedures and other service workflows.
• Support operational tasks such as returns coordination, warranty claim administration, order review activities, and product liability case follow-up.
• Partner with cross-functional teams on projects, website listing updates, service partner system training, and departmental reporting needs.• Bachelor’s degree or at least 4 years of relevant experience in customer service, call center leadership, or a related function.
• Demonstrated ability to lead teams in a fast-paced service environment while managing overlapping priorities and deadlines.
• Strong verbal and written communication skills, with confidence handling difficult customer interactions and escalations.
• Comfort working across multiple systems at once, including call center platforms, business applications, and Microsoft Office tools.
• Ability to interpret service data and performance metrics to support process improvement and team development.
• Solid problem-solving, conflict-resolution, and organizational skills with close attention to accuracy and detail.
• Flexibility to collaborate closely with others, take initiative independently, and work occasional evening or weekend hours when needed.