Lead Customer Service Representative

Position Title: Lead Customer Service Representative

This is an opportunity for an experienced customer service professional to step into a lead role where accuracy, initiative, and strong communication directly impact the customer experience. The Lead Customer Service Representative will oversee the full order lifecycle, from order entry through completion, while supporting customers, partnering with the sales team, resolving order and pricing issues, and helping keep a fast-paced operation running smoothly.

The ideal candidate has 3-5 years of customer service experience in an order-driven environment, strong order entry and Excel skills, and the ability to stay organized and accurate while priorities shift throughout the day. They are proactive, tech-savvy, detail-oriented, and comfortable taking ownership rather than waiting to be told what to do next.

Salary Range: $55,000 - $70,000 / annually, DOE

Responsibilities

• Manage customer orders from initial order entry through completion, ensuring accuracy and timely processing
• Process orders received by phone, email, fax, and online channels while meeting daily order deadlines
• Handle approximately 40-50 inbound calls per day from customers and sales representatives
• Answer customer questions, investigate order issues, and provide clear, solutions-focused communication
• Partner closely with the sales team, build strong internal relationships, and support upselling opportunities
• Coordinate with internal departments to provide customers with accurate delivery timelines and order updates
• Research pricing discrepancies, assist with invoice-related issues, and facilitate credits when necessary
• Balance competing priorities in a fast-paced environment while maintaining a high level of accuracy and customer service
• Serve as a dependable resource for the customer service team, demonstrating sound judgment, accountability, and leadership

Requirements

• 3-5 years of customer service experience in an order processing or order management environment
• Hands-on order entry experience with responsibility for following purchase orders from order placement through completion or payment
• Strong Excel skills, including formulas and report generation
• Strong technical aptitude with the ability to quickly learn proprietary ordering and business systems
• Excellent verbal and written communication skills with confidence communicating by phone and email
• Exceptional attention to detail with the ability to minimize errors in a high-volume environment
• Strong critical thinking and problem-solving skills with the ability to investigate issues and identify root causes
• Ability to multitask, shift priorities quickly, follow established processes, and consistently meet deadlines
• Self-motivated, reliable, professional, and comfortable taking initiative with minimal supervision
• Previous supervisory, lead, or other leadership experience preferred
• Inside sales or customer upselling experience preferred
• Bilingual English/Chinese skills are highly preferred, and bilingual English/Spanish skills are also a plus

Benefits

• Medical, dental, and vision insurance
• 401(k) plan
• Paid vacation and sick time
• Annual performance and compensation reviews
• Holiday bonus opportunities
• Stable, long-term opportunity with an established organization
• Supportive, collaborative team environment

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