Employee Position Description Job Title: Customer Service Lead/Manager Department: Customer Service Classification: Non-Exempt Reports to: Vice President of Corporate Services
Job Summary: The Customer Service Lead/Manager is responsible for providing exceptional inside customer service, improving service processes, and assisting with CRM system research and implementation. This role ensures efficient order processing, identifies opportunities for service enhancements, and plays a key part in trade show activities. The ideal candidate is detail-oriented, customer-focused, and proactive in optimizing workflows and technology solutions to improve customer interactions, team efficiency and revenue capture.
Essential Functions and Responsibilities: Customer Service & Order Processing: • Provide customer service support by assisting customers with orders, product inquiries, and issue resolutions to include providing troubleshooting service and RMA’s for returns for service. • Process orders efficiently and accurately while ensuring order fulfillment aligns with company policies. • Communicate with customers via phone, email, and online platforms to provide timely and professional support. • Maintain a customer-centric approach and ensure a high level of satisfaction through courteous interactions. Process Improvement & CRM Implementation: • Identify inefficiencies in customer service processes and recommend solutions for improvement. • Research and propose Customer Relationship Management (CRM) solutions to enhance customer interactions and data tracking. • Assist with CRM implementation, including system setup, data migration, and training support. • Work closely with the customer service team and management to ensure smooth adoption of new tools and processes. Trade Show Support: • Represent the company at trade shows by engaging with attendees, answering product questions, and generating leads. (Approximately 3 times per yar) • Follow-up with potential customers and ensure trade show leads are effectively integrated into the CRM and sales pipeline. • Provide post-show reports, including key takeaways and customer insights, to improve future trade show performance. Other Duties as Assigned • Perform other duties as assigned to support the ever-changing needs of the business. Willing to step in and assist co-workers as needed.
Skills and Competencies: • Strong customer service and communication skills. • Ability to analyze and improve operational processes. • Experience with researching and implementing CRM systems. • Excellent organizational and multitasking abilities. • Proficiency in Microsoft 365 (Excel, Outlook, Word) and CRM software. • Ability to work independently and collaboratively in a fast-paced team environment. • Ability to prioritize workload to keep all processes moving smoothly. • Computer Skills: QuickBooks, or other industry standard software that is market equivalent. MICROSOFT 365, Word, Excel, Outlook, Internet, MISys-MRP Inventory Management System or other Inventory Management Software. • Ability to read, write, speak English. Good oral and written communication skills. • Vision acuity to perform the essential functions.
Qualifications: • Associate or bachelor’s degree in business, Communications, or a related field (preferred but can be a combination of education and experience). • 4+ years of experience in customer service or a related field. • Experience with process improvement or workflow optimization is a plus. • Prior experience with CRM systems or software research/implementation is a plus. • Willingness to travel for trade shows. • People management / training experience
Key Attributes: • Proactive and solution-oriented mindset. • Strong attention to detail and accuracy. • Adaptability to changing customer needs and business processes. • Professionalism and ability to represent the company at industry events. • Willingness to learn and implement new technologies. • Team Player • Clear and open communicator