Group Company:
Job Purpose
The Customer Service Team Lead is responsible for overseeing the daily operations of the Customer Service team while serving as a primary liaison between Gelest and its customers. This role ensures exceptional customer service delivery through effective team coordination, escalation management, and continuous process improvement.
In addition to handling complex customer interactions, the Team Lead provides frontline leadership, coaching, and support to ensure consistent execution of customer service standards and business objectives.
Principal Accountabilities
- Attract and support customers by answering product, service, and order-related questions and recommending appropriate products or services when applicable.
- Establish new customer accounts by collecting, recording, and verifying required account information.
- Maintain existing customer accounts, including updates, changes, cancellations, and account maintenance.
- Place or cancel orders from direct customers, distributors, and agents.
- Resolve product issues/customer complaints and product-related issues by investigating concerns, coordinating corrective actions, communicating resolutions, and following up to ensure customer satisfaction.
- May recommend potential products or services to management by collecting customer information and analyzing customer needs.
- Prepare product or service quotes by collecting and analyzing customer information.
- Compile/provide reports on overall customer satisfaction.
- Oversee changes in policies or renewals.
- Collaborate with Customer Service Manager to ensure proper customer service is being delivered.
- Coordinate daily workflow and prioritize team assignments to ensure timely processing of customer orders and inquiries.
- Approve or recommend routine customer service decisions within established authority.
- Serve as the primary escalation point for complex customer issues requiring cross-functional support.
- Coach, mentor, and train customer service representatives on processes, systems, and best practices.
- Assist with onboarding and training of new Customer Service team members.
- Identify opportunities to improve customer service processes, documentation, and operational efficiency.
- Other duties as assigned.
Knowledge / Skills / Experience
In order to perform the job successfully, an individual should demonstrate the following competencies:
- Minimum High School Diploma. Some college with a technical discipline (i.e., chemistry, chemical engineering) is preferred.
- A minimum of 5 years of related customer service experience, preferably in the chemicals business.
- Prior experience in a lead, senior, or mentoring capacity strongly preferred
- Advanced problem-solving and decision-making capabilities
- Ability to manage multiple priorities and adapt in a fast-paced environment
- Attention to detail, professional demeanor, computer familiarity, ability to modify tasks to improve customer satisfaction. Expected to use intuition, judgment, and experience to complement data.
- Proficiency in using ERP systems, CRM systems, Microsoft Office Suite, and other relevant software applications.
- Strong verbal and written communication skills to collaborate with customers and troubleshoot problems with customer orders.
- Speak clearly, courteously, and persuasively in positive or negative situations
- Must be able to interact on a personal level with all facets of the customer's organization - including technical and purchasing staff.
- Candidate should possess communication skills consistent with requirements for a professional presentation of Gelest Inc. and its associated businesses, technologies, and customers.
- Must be able to lift up to 15 pounds.
- Foreign language skills are a plus.
Pay Transparency (complete highlighted sections)
- The salary range for this position is $33 - $45 per hour. Factors such as scope and responsibilities of the position, candidate's work experience, education/training, job-related skills, internal peer equity, as well as market and business considerations may influence base pay offered. This salary will be subject to a geographic adjustment (according to a specific city and state), if an authorization is granted to work outside of the location listed in this posting.
- Competitive Benefits
- Benefits begin on DAY 1!
- Employee Assistance Programs
- Curated Self-Paced Learning & Development Programs for all Employees
