Lead Customer Service Representative

Customer Solutions Lead Date: Jul 1, 2026 Location: Erlanger, KY, US, 41018 OVERVIEW The Customer Solutions Lead is responsible for overseeing the day to day activities for their assigned team of analysts dedicated to a specific customer channel in order to enhance partnerships within the customer base and improve Customer Service Metrics. This role will be responsible for developing new policies or procedures to improve the quality of service provided while ensuring existing policies and procedures reflect current ways of working. WHAT YOU WILL DO The Customer Solutions Lead is responsible for overseeing the day to day activities for their assigned team of analysts dedicated to a specific customer channel in order to enhance partnerships within the customer base and improve Customer Service Metrics. Additional responsibilities include: Coordinate with other departments to ensure that customer service issues are resolved quickly and efficiently Organize and conduct training sessions for new employees on department policies and procedures as outlined in the team member onboarding guide Maintain and communicate service metrics to leadership team, and make recommendations for improvement where needed Recommend and implement process improvement ideas to increase efficiency and effectiveness of assigned team Establish goals, plans and assignments for each team member to complete annually and reviewed during monthly 1:1 meetings Managed assigned book of customers with high quality customer service WHAT WE NEED FROM YOU Minimum 2+ years experience of Customer Solutions or related role. Strong SAP experience required, S/4HANA experience strongly preferred Demonstrated leadership skills with the ability to provide coaching and support to their teams while managing their own book of customer accounts. Effective communication, written, verbal, and interpersonal with both internal and external stakeholders. Strong problem solving skills with the ability to resolve customer issues quickly while also motivating their team to provide excellent service at all times. Solid understanding of customer service processes in FMCG Retail and Wholesale space. Ability to enhance partnerships with customers to enable business growth. Good business and financial acumen. Development and analysis of process/business scorecards to leverage data and KPIs to drive business improvements. Ability to travel up to 10% of the time to interact with key customers. WHAT WE OFFER At Perfetti Van Melle, we have a core value of Care For Our People and we are proud to offer benefit programs that support our team members' goals and well-being including: PTO package including vacation, sick, personal, and pay it forward time off 13 paid holidays Annual Bonus potential and merit-based increases Modest monthly candy allotment (Airheads, Airheads Xtremes, and Mentos) Medical, Dental and Vision coverage with low premiums and incentives HSA or FSA options 401k with Company Match up to 8%, ranking in the top 1% of the country Well-being subsidy up to $500 Annually Maternity & Paternity leave options Life & AD&D insurance Short-Term and Long-Term Disability Sam's Club or Costco annual membership reimbursement Tuition Reimbursement Program Service Awards Perfetti Van Melle, USA is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. #J-18808-Ljbffr