General Description:
We're looking for a motivated, people-first leader to join our Customer Operation team as Customer Operation Lead. In this hands-on role, you'll manage day-to-day customer accounts and orders while also guiding and coaching a team of customer operations representatives. You'll be both a go-to problem-solver for customers and a mentor for your team — helping shape the processes that keep everyone running smoothly. If you love coaching others, solving problems, and rolling up your sleeves to get things done, we'd love to hear from you.
Essential Job Functions:
Team Leadership
- Lead, coach, and support a team of customer operations lead, helping them grow and succeed.
- Monitor calls and customer correspondence to ensure a consistent excellent experience.
- Keep the team up to date on new products, services, and company changes.
- Build and maintain training materials, SOPs, and knowledge base resources for the team.
- Spot opportunities to improve service processes and bring recommendations to leadership.
- Manage scheduling needs, including approving time off and coordinating coverage.
- Contribute to performance reviews and budget planning for the department.
- Run weekly team meetings that keep everyone aligned and informed.
Customer & Order Support
- Serve as a go-to resource for customers on day-to-day account management and order status questions.
- Process customer orders, invoices, changes, and returns according to department procedures.
- Follow up with customers on order confirmations and any delivery issues.
- Coordinate with the Freight team on shipment logistics and provide customers with delivery updates.
- Answer a multi-line phone system and manage backorders and open purchase orders.
- Prepare bills of lading and run daily reports as needed.
- Partner with the Sales team on pricing updates, system implementation, and meeting customer expectations.
- Work with Product Managers and Procurement to stay current on product knowledge and material availability.
- Track and report on customer feedback, complaints, and inquiries.
- All other duties as assigned
Skills and Qualifications:
Required
- Strong leadership and supervisory skills, with a genuine interest in developing others.
- Excellent verbal and written communication skills.
- Solid understanding of customer service best practices.
- Proficient in Microsoft Office, including working knowledge of Excel (formulas, filters, formatting).
- A detail-oriented, organized approach to your work.
- A calm, professional, and tenacious approach to resolving customer issues.
- Comfort coaching and mentoring a team.
- Able to work on-site at our Cleveland, OH office.
Preferred
- 3+ years of customer service experience, ideally with prior supervisory experience.
- Experience with Sage 100.
- Ability to multitask and prioritize in a fast-paced environment.
- Spanish language skills are a plus.
Pay: $55,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Work Location: In person
