Customer Service Team Lead

Customer Service Team Lead

Wieland is hiring a Customer Service Team Lead. The Customer Service Team Lead will be responsible for providing day-to-day leadership, coordination, and coaching for the CSR team while continuing to support customer accounts or advanced CSR responsibilities. Customer Service Team Lead will act as a first point of escalation and a liaison between the team and management. This role is located in Lima, Ohio and will be fully on-site.

Responsibilities

Customer Service Team Lead Responsibilities:

• Lead daily workflow prioritization and workload balancing for the CSR team
• Serve as first-level escalation for customer or internal issues
• Coach, train, and support CSRs on systems, processes, and customer interactions
• Monitor service levels, responsiveness, and quality standards
• Support onboarding and cross-training of new team members
• Partner with management on capacity planning and process improvement initiatives
• Continue to perform CSR duties as assigned
• Core Accountabilities of CSR Team Lead:
• Mentor lower-level CSRs informally
• Provide coverage support for other CSRs as assigned
• Monitor individual and team performance against service level agreements, quality standards, and productivity metrics
• Provide ongoing coaching, feedback, and corrective guidance
• Participate in hiring, onboarding, training, and performance management
• Escalate attendance, conduct, and performance issues in accordance with company policy
• Escalate risks, performance concerns, and resource needs proactively
• Oversee scheduling, workload distribution, and queue management
• Ensure consistent application of policies, procedures, and customer service standards
• Review customer interactions for quality, professionalism, and compliance
• Identify recurring service issues, trends, or training gaps
• Communicate operational priorities, updates, and expectations to the team
• Act as a liaison between CSRs and CSR Management
• Support cross-functional coordination with Operations, HR, and other departments as needed
• Approves daily operational decisions within defined guidelines
• Escalates policy exceptions and strategic decisions to the CSR Manager
• Customer price review and commodity review.

Qualifications

Customer Service Team Lead Qualifications:

• High school diploma or equivalent required
• Associate's or higher preferred
• Advanced CSR Experience (2 years)
• Proficient / Basic Computer Skills (Microsoft Suite)
• ERP / MRP System Proficiency
• Strong customer issue resolution and prioritization skills
• Strong communication and collaboration skills
• Quality Awareness
• Problem Solving and Root Cause Analysis
• Cross-functional Coordination
• Excellent Communication Skills
• Continuous Improvement Mindset
• Excellent Time Management and Adaptability
• Attention to Detail and Accountability
• Ability to lead and guide Team member

Joining Wieland's team gives you

Wieland is an equal opportunity and affirmative action employer. We celebrate diversity and are committed to fostering an inclusive environment for all employees. Come join Wieland today and help us continue to build a global corporation we are all proud to belong to.