Customer Service Team Lead

7 days ago


Phoenix, Arizona, United States R.S. Hughes Full time

At R.S. Hughes Company, Inc., we recognize excellence in not only our products but also in our employees. We strive to maintain the highest standards of quality and professionalism, valuing our team members as valuable assets. Founded in 1954, we are a dynamic distributor of industrial supplies with 49 warehouse sites across the United States and Mexico. Our extensive inventory includes adhesives, abrasives, electrical, static control, tapes, labeling, and safety products. In addition to competitive salaries and benefits, we offer an environment that fosters growth and recognizes hard work and common sense. If you're looking for a challenging role where you can make a difference, we invite you to consider joining our team.

Job Summary

The Customer Service Team Lead is responsible for overseeing the complete operations of their assigned team when a more senior manager is not present. They will assist management in delivering high-level customer service and care, product availability, shift management, and ensuring a safe work environment. This role works in support of the management team to ensure high customer satisfaction and maximize sales while achieving established goals.

Key Responsibilities:
  • Supervise and support a team of 5-10 customer service professionals, providing direction, motivation, training, and coaching for associates during shifts.
  • Monitor customer interactions and corresponding metrics to ensure timely and effective responses.
  • Ensure the execution and delivery of all customer service programs and processes, including the distribution and processing of customer orders and communications.
  • Provide backup support for their assigned customer service team, handling escalated customer issues.
  • Respond to and resolve escalated customer inquiries in a courteous and timely manner, soliciting customer feedback and input.
  • Ensure the execution of established safety, security, quality, and facility operations policies, procedures, and practices.
Required Qualifications:
  • Bachelor's degree in business or a related field highly preferred.
  • A minimum of five (5) years of product-related B2B customer service experience, with a minimum of 2 years coaching, leadership, or manager experience with customer care teams in a fast-paced, high-volume environment.
  • Order-to-invoice experience and ERP knowledge desired.
Estimated Salary: $65,000 - $85,000 per year

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