Pay Rate Low: 110000 | Pay Rate High: 125000

Our client is seeking an experienced Customer Service Leader to ensure delivery of consistently high-quality, responsive service across all customer accounts. This role serves as the internal Voice of the Customer, proactively escalating needs, driving resolution, and continuously improving team performance, workflows, and overall customer satisfaction.

KEY RESPONSIBILITIES

• Lead and manage daily Customer Service operations, including order acknowledgements, pricing, lead control, and customer satisfaction.

• Monitor, document, and coach Customer Service Representatives on productivity, accuracy, and performance metrics.

• Act as the escalation point for complex customer issues, working closely with Customer Service, Master Scheduling, and Shipping to resolve order and expedite challenges.

• Maintain direct communication with strategic accounts, providing timely updates and follow-up when issues arise.

• Oversee customer data maintenance to ensure accuracy and compliance.

• Train and onboard new Customer Service employees; develop training programs, schedules, and supporting documentation.

• Conduct 30-, 60-, and 90-day assessments for new hires, including development plans and training updates.

• Create, review, and improve Customer Service work instructions to enhance efficiency and customer experience.

• Enforce company standards, policies, and procedures while performing core Customer Service Representative duties as needed.

• Attend trade shows and support additional initiatives as assigned.

SUPERVISORY RESPONSIBILITIES

• Directly supervise Customer Service Representatives in accordance with company policies and applicable laws.

• Plan, assign, and direct work; address complaints; resolve problems; and document performance.

• Partner with Commercial Leadership during recurring one-on-ones and annual performance reviews to support team development and accountability.

INDBH #LI-BH1