Customer Support Lead

Key Responsibilities

Customer Service & Operations

• Serve as the lead point of contact for escalated customer inquiries, concerns, and issue resolution
• Ensure timely and accurate order entry, order status updates, and customer communication
• Monitor service levels and ensure adherence to company standards and response times
• Coordinate with warehouse, drivers, installers & management to resolve service or delivery issues
• Maintain strong relationships with customers to support retention and satisfaction

Team Leadership & Support

• Provide day-to-day direction, guidance, and support to CSR team members
• Assist with onboarding and training of new Customer Service Representatives
• Reinforce company policies, procedures, and service expectations
• Monitor team performance and provide real-time coaching and feedback
• Serve as a resource for team members on systems, processes, and customer situations

Quality & Process Improvement

• Review orders and customer interactions for accuracy and compliance
• Identify opportunities to improve processes, efficiency, and customer experience
• Support implementation of new tools, systems, or procedures (e.g., UKG, CRM updates)
• Ensure data integrity across systems (customer records, order details, etc.)

Administrative & Reporting

• Assist management with reporting, metrics tracking, and service-level analysis
• Support scheduling and coverage planning for CSR team
• Document customer issues, resolutions, and trends for leadership review

Qualifications

Education & Experience

• High school diploma or equivalent required; Associate’s degree preferred
• 3–5 years of customer service experience, preferably in a distribution or logistics environment
• Prior experience in a lead or informal leadership role preferred

Skills & Competencies

• Strong communication and interpersonal skills
• Ability to handle escalated customer situations professionally and effectively
• Proven ability to multitask and prioritize in a fast-paced environment
• Strong attention to detail and organizational skills
• Working knowledge of order entry systems, CRM tools, and Microsoft Office
• Ability to coach and support team members with a positive, solutions-focused approach