JOB DESCRIPTION



Principal Duties and Responsibilities



The responsibilities include the following (other duties may be assigned):

• Lead, coach, and develop customer service team members by setting clear performance expectations, establishing goals, conducting performance evaluations, and providing ongoing feedback to drive engagement and productivity.
  
  
  
  
  • Foster a positive, collaborative, and accountable team environment that encourages continuous improvement and professional growth.
    
  
  
  • Ensure team members are effectively trained in customer service best practices, product knowledge, company policies, and internal systems through the development and maintenance of SOPs and training materials.
    
  
  
  • Act as the primary escalation point for complex customer inquiries and complaints, ensuring timely, professional, and satisfactory resolution.
    
  
  
  • Analyze customer feedback, service metrics, and operational data to identify trends and implement process improvements that enhance efficiency and customer satisfaction.
    
    
    
  
  
  • Support the organization's transition from a traditional customer service model to a proactive, end-to-end customer experience approach.
    
    
    
  
  
  • Perform system and regression testing related to customer service processes and workflows to ensure system accuracy and functionality.
    
    
    
  
  
  • Coordinate and submit help desk tickets for system or equipment issues impacting team performance and follow through to resolution.
    
    
    
  
  
  • Monitor Microsoft Dynamics 365 (D365) data and system queries to identify errors and implement corrective actions, ensuring order-to-invoice accuracy and operational efficiency.
    
    
    
  
  
  • Collaborate cross-functionally with Sales, Accounts Receivable, Operations, and Distribution teams to ensure a seamless and consistent customer experience.
    
  
  

• Minimum of 3-5 years of experience in customer service or customer support roles
  


• At least 2 years of experience in a lead or supervisory role.
  


• Demonstrated experience handling escalated customer issues and resolving complex service challenges.
  


• Experience working with CRM or ERP systems and customer service platforms.
  
  
  

• Bachelor's degree in Business Administration, Operations Management, or a related field.
  


• 5+ years of direct supervisory experience in a customer service or customer experience environment.
  


• Experience in a manufacturing or distribution environment.
  


• Experience with Microsoft Dynamics 365 (D365) or similar ERP systems.
  


• Prior experience leading process improvement initiatives or participating in continuous improvement programs.
  

• Strong understanding of customer service principles, customer experience strategies, and service recovery techniques.
  
  
  


• Ability to lead, motivate, and develop a team in a fast-paced environment.
  
  
  


• Strong organizational skills with the ability to manage multiple priorities and deadlines.
  
  
  


• Proficiency in Microsoft Office (Excel, Word, Outlook) and reporting/analytics tools.
  
  
  


• Ability to analyze data, identify trends, and translate insights into actionable improvements.
  
  
  


• Ability to collaborate effectively with cross-functional teams, including Sales, Operations, Finance, and Distribution.
  
  
  


• Adaptability and willingness to embrace change and support system/process enhancements.
  

• Ability to define problems, collect and interpret data, establish facts, and draw valid conclusions.
  
  
  


• Ability to manage complex customer situations by evaluating multiple variables and determining the most appropriate course of action.
  
  
  


• Capable of balancing customer needs with business objectives to make sound, timely decisions.
  
  
  


• Ability to develop and implement practical solutions to improve processes, efficiency, and customer satisfaction.
  
  
  


• Strong critical thinking skills with the ability to anticipate issues and proactively address them.
  

• None Required

• Prolonged periods of sitting at a desk and working on a computer.
  
  
  


• Walking through office and manufacturing environments, using appropriate personal protective equipment.
  
  
  


• Ability to climb stairs, bend, stoop, and lift or move up to 50 pounds.
  
  
  


• Standing, reaching, talking, seeing, hearing, and writing as part of day-to-day activities.
  
  
  

• Timeliness and effectiveness of issue resolution, including escalation turnaround time.
  
  
  


• Volume and trend of customer complaints and successful resolution rates.
  
  
  


• Team productivity and service level adherence.
  
  
  


• Employee engagement and retention within the customer service team.
  
  
  


• Adoption and effectiveness of process improvements and system enhancements.
  
  
  


• Data accuracy and quality within CRM/ERP systems.