Customer Service Team Leader

SCOPE OF THE JOB

Lead a team of assigned employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training and problem solving. Additionally, responsible for assisting manager with development, analyses and implementation of staffing, training, telemarketing, scheduling, and reward/recognition programs.

Schedule & Salary:

Monday-Friday, 8:00-5:00pm. Onsite/non-remote

ESSENTIAL DUTIES AND RESPONSIBILITIES

Essential duties include the following - other duties may be assigned: Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner. Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers. Provide statistical and performance feedback and coaching on a regular basis to each team member. Write and administer performance reviews for skill improvement. Be available for employees that experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution. Insure employees have appropriate training and other resources to perform their jobs. Respond to and resolve employee relations issues expressed by team members; create and maintain high quality work environment so team members are motivated to perform at their highest level. Address disciplinary and/or performance problems according to company policy. Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required. Assist manager with daily operation of call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling, and reward/recognition programs. Work as a member/leader of special or on-going projects that are important to area/process improvement. Share continual responsibility for deciding how to manage the employees ensuring calls are handled efficiently and effectively. Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives. Use appropriate judgment in upward communication regarding department or employee concerns. Experience, Competencies and Education High school/GED, with some business or clerical background Degree preferred Minimum 3 years prior Customer Service experience Full understanding of all the procedures, programs, policies established by marketing to ensure orders are entered accurately Proven leadership experience Ability to develop and motivate a team Ability to communicate effectively to a variety of audiences Ability to provide and support a vision and direction The possession of technical knowledge regarding parts and their use The possession of specialized knowledge about services and policies and the ability to apply this knowledge in serving customers Strong interpersonal skills The ability to perform with minimum supervision Language Skills Must have working command of the English language Must be able to read, write and interpret the English language Must be able to communicate in English verbally and in writing (verbal instructions, written memos and instructions) Computer Skills Proficiency in Microsoft Word, Excel and PowerPoint Certificates, Licenses, Registrations None

TRAINING REQUIREMENTS

Complete all necessary training as required by assigned department and position Participate in and follow all company initiatives Participate in continuous improvement projects (Kaizen events, 5S, etc)

PHYSICAL DEMANDS

Continuous:

sitting

Occasional:

walking, standing, bending, kneeling, squatting, reaching, fine and gross upper body motor movement. Occasional lift: 0 to 30 pounds

WORK ENVIRONMENT AND PERSONAL PROTECTIVE EQUIPMENT

Within any of our facilities, employees may be exposed to manufacturing noise, airborne liquid chemicals, fine particulate dust, ambient temperatures, and industrial lighting. Work environment is similar to most manufacturing and distribution operations. May be exposed to excessive noise, temperatures, hazards associated with working around moving machinery, work in confined quarters, exposure to vibrations and shop lighting, continuous exposure to hot temperatures, may be humid, odors, dust, continuous exposure to mechanical hazards, and occasional exposure to chemical hazards. The following Personal Protective Equipment is required: Safety glasses with side shields and hearing protection required when on manufacturing floor The use of additional personal protective equipment (PPE) may be required when a job task(s) is being completed in or around your assigned department or in another department, this includes safety eyewear, hearing protection, and safety footwear. Updated 5.11.2026 SCOPE

OF THE JOB

Lead a team of assigned employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training and problem solving. Additionally, responsible for assisting manager with development, analyses and implementation of staffing, training, telemarketing, scheduling, and reward/recognition programs.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Essential duties include the following - other duties may be assigned: Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner. Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers. Provide statistical and performance feedback and coaching on a regular basis to each team member. Write and administer performance reviews for skill improvement. Be available for employees that experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution. Insure employees have appropriate training and other resources to perform their jobs. Respond to and resolve employee relations issues expressed by team members; create and maintain high quality work environment so team members are motivated to perform at their highest level. Address disciplinary and/or performance problems according to company policy. Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required. Assist manager with daily operation of call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling, and reward/recognition programs. Work as a member/leader of special or on-going projects that are important to area/process improvement. Share continual responsibility for deciding how to manage the employees ensuring calls are handled efficiently and effectively. Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives. Use appropriate judgment in upward communication regarding department or employee concerns. Experience, Competencies and Education High school/GED, with some business or clerical background Degree preferred Minimum 3 years prior Customer Service experience Full understanding of all the procedures, programs, policies established by marketing to ensure orders are entered accurately Proven leadership experience Ability to develop and motivate a team Ability to communicate effectively to a variety of audiences Ability to provide and support a vision and direction The possession of technical knowledge regarding parts and their use The possession of specialized knowledge about services and policies and the ability to apply this knowledge in serving customers Strong interpersonal skills The ability to perform with minimum supervision Language Skills Must have working command of the English language Must be able to read, write and interpret the English language Must be able to communicate in English verbally and in writing (verbal instructions, written memos and instructions) Computer Skills Proficiency in Microsoft Word, Excel and PowerPoint Certificates, Licenses, Registrations None

TRAINING REQUIREMENTS

Complete all necessary training as required by assigned department and position Participate in and follow all company initiatives Participate in continuous improvement projects (Kaizen events, 5S, etc)

PHYSICAL DEMANDS

Continuous:

sitting

Occasional:

walking, standing, bending, kneeling, squatting, reaching, fine and gross upper body motor movement. Occasional lift: 0 to 30 pounds

WORK ENVIRONMENT AND PERSONAL PROTECTIVE EQUIPMENT

Within any of our facilities, employees may be exposed to manufacturing noise, airborne liquid chemicals, fine particulate dust, ambient temperatures, and industrial lighting. Work environment is similar to most manufacturing and distribution operations. May be exposed to excessive noise, temperatures, hazards associated with working around moving machinery, work in confined quarters, exposure to vibrations and shop lighting, continuous exposure to hot temperatures, may be humid, odors, dust, continuous exposure to mechanical hazards, and occasional exposure to chemical hazards. The following Personal Protective Equipment is required: Safety glasses with side shields and hearing protection required when on manufacturing floor The use of additional personal protective equipment (PPE) may be required when a job task(s) is being completed in or around your assigned department or in another department, this includes safety eyewear, hearing protection, and safety footwear. Updated 6.17.24