Customer Service and Operations Lead | $68,000 - $75,000 / Year | Direct Hire

Job Description

Job Description

Client Service and Operations Lead 

Direct Hire Placement

Schedule: Monday - Friday, 8:00 AM - 5:00 PM

Salary Range: $68,000 - $75,000 / Year 

Hillsboro, OR 

#hill1940

In Order to Apply, You Must Have:

• Direct supervisory or management experience leading employees in a professional office, corporate customer support, or call center environment.
  • Retail, restaurant, and hospitality management experience alone will not be considered qualifying experience for this position. Candidates must have direct leadership experience in a professional office or call center environment.
• Demonstrated experience managing employee relations, including hiring decisions, performance management, coaching, corrective action, attendance and conduct issues, and termination decisions or recommendations.
• Proven ability to establish clear performance expectations, hold employees accountable, address performance deficiencies, and follow through on corrective actions.
• Experience developing, documenting, implementing, and streamlining departmental processes to improve efficiency, productivity, accuracy, and consistency.
• Experience coaching, training, and developing employees while identifying performance gaps and establishing improvement plans.
• Experience overseeing customer orders from initial requirements and order entry through coordination with internal departments, production, and final delivery.
• Experience resolving escalated customer concerns, investigating issues, identifying solutions, and determining when leadership involvement is necessary.
• Experience managing competing priorities, deadlines, team workloads, and departmental responsibilities while maintaining established service and performance standards.
• Strong organizational, analytical, communication, and problem-solving skills.
• Ability to work independently, exercise sound judgment, make informed decisions, and communicate recommended solutions to senior leadership.
• Proficiency with Microsoft Office Suite and the ability to learn and use various design software.
• A bachelor's degree from a four-year college or university, or two years of related experience and/or training, or an equivalent combination of education and experience.

Please read the requirements carefully before applying. This is an experienced, hands-on leadership position requiring direct employee management experience in a professional office, corporate customer support, or call center environment. Candidates must have a demonstrated background in employee relations, performance management, process improvement, and operational oversight.

About the Position:

We are seeking an experienced Customer Service & Operations Lead to oversee the day-to-day operations of a Customer Service department in a professional office environment. This individual will be responsible for leading employees, managing performance, improving processes, overseeing customer order workflows, and ensuring the department operates efficiently and consistently.

This is a hands-on leadership role for someone who has directly managed employees and understands how to establish expectations, coach and develop team members, address performance concerns, make personnel decisions, and hold employees accountable for their responsibilities and results.

The successful candidate will take ownership of departmental operations, identify opportunities for improvement, and proactively address issues before they become larger problems. They will be comfortable making day-to-day decisions independently, resolving customer and employee concerns, and bringing forward well-researched recommendations when leadership input or approval is needed.

We are looking for someone who does more than identify problems. This person must be able to evaluate situations, develop practical solutions, implement improvements, and follow through to ensure the desired results are achieved.

Key Responsibilities: Customer Service & Department Operations:

• Oversee the day-to-day operations, organization, performance, and effectiveness of the Customer Service department.
• Establish and maintain clear departmental expectations, priorities, service standards, and performance goals.
• Monitor customer concerns, order deadlines, team workloads, staffing needs, and departmental commitments.
• Ensure customer inquiries, order entry, order changes, approvals, and order fulfillment are handled accurately and within established timeframes.
• Take ownership of departmental responsibilities, projects, deadlines, and commitments.
• Identify operational issues, determine appropriate next steps, and implement solutions to maintain productivity and service quality.
• Monitor departmental performance and recommend adjustments to staffing, workloads, responsibilities, and priorities as needed.

Employee Relations & Performance Management:

• Directly supervise and manage Customer Service employees, maintaining clear expectations for performance, productivity, accuracy, attendance, conduct, and accountability.
• Participate in hiring decisions, candidate evaluations, interviewing, onboarding, and employee training.
• Coach, mentor, and develop employees to strengthen performance, improve skills, and support departmental success.
• Conduct performance evaluations and recurring one-on-one meetings to review expectations, progress, and areas for improvement.
• Address performance deficiencies, attendance concerns, behavioral issues, and failure to follow established procedures promptly and consistently.
• Administer corrective action and participate in or make termination decisions in accordance with company policies and established authority.
• Identify individual and team training needs and develop coaching, cross-training, and development plans.
• Delegate responsibilities appropriately, establish deadlines, and follow up to ensure employees complete assigned work.
• Foster a professional, accountable, and collaborative work environment where employees understand their responsibilities and are expected to meet established standards.

Customer Order Management & Internal Coordination:

• Oversee the customer order lifecycle, from gathering customer requirements and entering orders through internal coordination, production, and final delivery.
• Ensure customer requirements, order specifications, changes, and expectations are communicated accurately to the appropriate departments.
• Serve as an escalation point for complex customer concerns, complaints, order discrepancies, and service issues.
• Work closely with production and other internal departments to resolve issues affecting customers, order accuracy, production timelines, and delivery commitments.
• Build and maintain strong customer relationships through proactive communication, problem-solving, follow-through, and accountability.
• Ensure the Customer Service team maintains current knowledge of products, features, policies, procedures, and processes.
• Monitor outstanding orders and unresolved issues to ensure appropriate follow-up and timely resolution.

Process Improvement & Workflow Management:

• Evaluate existing departmental processes, procedures, and workflows to identify inefficiencies, inconsistencies, and opportunities for improvement.
• Develop, document, implement, and maintain standardized procedures that improve accuracy, productivity, accountability, and operational efficiency.
• Identify recurring customer issues, employee performance gaps, and workflow bottlenecks and develop practical solutions to prevent repeat problems.
• Establish clear workflows, responsibilities, deadlines, and procedures to ensure consistent execution across the department.
• Lead process improvements and communicate changes to employees to ensure they are understood, implemented, and consistently followed.
• Evaluate the effectiveness of implemented changes and make adjustments when needed.
• Anticipate how changes in staffing, workload, products, processes, or company priorities may affect departmental performance.
• Recommend improvements to systems, tools, resources, and training that support the department's operational goals.

Leadership Communication & Decision-Making:

• Communicate proactively with senior leadership regarding significant customer issues, employee performance concerns, staffing needs, operational risks, process gaps, and missed commitments.
• Gather relevant information, assess the situation, and present practical recommendations when escalating issues.
• Make sound day-to-day operational decisions independently while recognizing when approval or additional leadership involvement is necessary.
• Keep senior leadership informed of departmental progress, challenges, improvement initiatives, and matters requiring attention.
• Ask questions and seek clarification when needed rather than making assumptions or allowing issues to remain unresolved.
• Ensure departmental priorities, employee expectations, and operational decisions remain aligned with company goals and expectations.

Qualifications:

• Direct experience supervising or managing employees in a professional office, corporate customer support, or call center environment.
• Demonstrated experience with employee relations, performance management, coaching, corrective action, hiring decisions, and termination decisions or recommendations.
• Proven ability to hold employees accountable, address performance concerns, and develop employees through consistent coaching and feedback.
• Experience developing and streamlining processes, documenting procedures, and improving departmental workflows.
• Experience managing customer orders and coordinating with internal departments through final delivery.
• Strong leadership, organizational, communication, decision-making, and problem-solving skills.
• Ability to manage competing priorities, work independently, and take ownership of departmental results.
• Ability to recognize operational challenges, develop solutions, and follow through on implementation.
• Proficiency with Microsoft Office Suite and the ability to work with various design software.
• A bachelor's degree from a four-year college or university, or two years of related experience and/or training, or an equivalent combination of education and experience.

Contact Express Employment Professionals for immediate consideration:

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