Lead, Customer Service - International

Graco manufactures and markets premium equipment to move, measure, control, dispense and spray a wide variety of fluid and powder materials. What does that mean? Well, we pump peanut butter into your jar, and the oil in your car. We glue the soles of your shoes, the glass in your windows and the screen on your phone. We spray the finish on your vehicle, coatings on your pills, the paint on your house and texture on your walls. Graco is part of your daily life.

The Customer Service Lead is responsible for overseeing the daily operations of the customer service team, ensuring excellent service delivery, resolving escalated issues, and driving continuous improvement in customer satisfaction. The individual in this position provides mentorship to employees while championing process enhancements that elevate the overall customer experience. 

What You Will Do at Graco: 

Leadership & Coaching 

• Provide direction and support to the Customer Service team, ensuring daily objectives are met and service excellence is maintained 

• Serve as back-up to Customer Service leader, as needed, and provide some daily work direction as needed. 

• Monitor, coach and mentor Customer Service Representatives on communication, problem-solving and service excellence 

• Onboard new hires, ensuring familiarity with systems, policies and best practices 

• Communicate updates, process changes, as well as provide some daily work direction based on priorities 

• Champion change by leading the adoption of new processes and system updates 

• Ensure compliance with company policies, procedures and service standards ─ addressing issues directly when needed and escalating as appropriate 

Customer Support & Escalation 

• Assist Customer Service Representatives with questions, complex requests or escalated issues 

• Serve as the first point-of-escalation for challenging customer situations, resolving issues when possible 

• Maintain expertise in tools, resources, policies and procedures to support inquiries efficiently 

Process Improvement & Documentation 

• Identify and implement process improvements in Customer Service in partnership with the Customer Service Operations team 

• Collaborate with the Customer Service Operations and IT teams, along with other internal teams, to identify business requirements that will enhance system functionality and efficiency 

• Develop, update and maintain procedural documentation in partnership with Customer Service Operations 

Cross-Functional Collaboration 

• Partner with Sales, Logistics and Product teams to resolve systemic issues and improve order fulfillment 

• Represent Customer Service in cross-departmental meetings and initiatives