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Customer Service Lead
Job
Robert Half
Grand Rapids, MI (In Person)
Full-Time
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Job Description
We are looking for a Customer Service Lead to guide daily support operations for a growing machinery manufacturing organization. This contract opportunity with potential for a permanent role is ideal for a hands-on leader who can balance team oversight, customer issue resolution, and service performance in a high-volume environment. The person in this role will help strengthen service quality, coach representatives and external partners, and coordinate closely with internal teams to keep customer-facing processes running smoothly.
Responsibilities:
- Direct the day-to-day work of customer service representatives and third-party support partners, fostering accountability and strong service results.
- Oversee inbound service activity across multiple queues, adjusting priorities and resources to maintain timely response levels.
- Resolve complex customer concerns with professionalism, including issues that require escalation beyond the frontline team.
- Provide ongoing coaching through team huddles, one-on-one meetings, and formal feedback discussions to improve performance and consistency.
- Track service metrics and queue performance, using data to identify trends and support achievement of service targets.
- Contribute to onboarding and continuous training efforts covering products, procedures, and customer interaction standards.
- Help document and refine department processes, including standard operating procedures and other service workflows.
- Support operational tasks such as returns coordination, warranty claim administration, order review activities, and product liability case follow-up.
- Partner with cross-functional teams on projects, website listing updates, service partner system training, and departmental reporting needs.