Customer Service & Fulfillment Team Lead

Summary

The Customer Service & Fulfillment Team Lead oversees the daily operations of Vytl Controls’ front-line service and order fulfillment team. This role ensures customers receive timely, accurate responses to inquiries and seamless execution of order shipments, returns, and service requests. The Team Lead serves as both a working contributor and a people coach—guiding team performance, resolving escalations, and driving process improvements that elevate the end-to-end customer experience.

Responsibilities

• Lead a team of Customer Service and Fulfillment Specialists to deliver responsive, high-quality support across phone, email, and ticket channels.
• Oversee case and ticket queues to ensure inquiries, complaints, and service requests are resolved within defined SLAs.
• Manage escalations, coordinate with technical, logistics, and order management teams to resolve complex issues.
• Maintain a deep understanding of customer contracts, delivery commitments, and account-specific service requirements.
• Monitor order status and fulfillment performance to ensure on-time, complete, and damage-free delivery.
• Partner with Logistics, Order Entry, and Production teams to prioritize urgent orders and resolve delivery or documentation issues.
• Manage fulfillment exceptions such as backorders, expedited requests, or credit holds.
• Support the execution of returns, RMAs, and warranty processes with accurate documentation and communication.
• Coach, train, and develop team members to strengthen technical product knowledge, communication skills, and problem-solving abilities.
• Oversee daily team huddles, share metrics, and communicate priorities and process updates.
• Support cross-training between customer service and fulfillment functions to ensure team flexibility and business continuity.
• Promote a positive, accountable team culture focused on customer outcomes and operational excellence.
• Enforce standardized processes for case handling, documentation, and order follow-up.
• Identify recurring issues and drive root cause correction in partnership with Quality, CX Systems, and Operations.
• Track and analyze KPIs such as response time, resolution rate, and fulfillment accuracy.
• Provide daily and weekly performance summaries to management and recommend continuous improvement actions.

Positional Requirements & Qualifications

Education & Experience

• Bachelor’s degree in Business, Supply Chain, or a related field preferred.
• 3–5 years of experience in customer service, logistics, or fulfillment roles, ideally in a manufacturing or industrial environment.
• 1–2 years of experience in a team lead, senior representative, or supervisory capacity.

Skills & Abilities

• Strong customer empathy and problem-solving mindset.
• Skilled in managing competing priorities and time-sensitive requests.
• Working knowledge of ERP and CRM systems (e.g., SAP, NetSuite, Salesforce) and Microsoft Office tools.
• Proven ability to coach, mentor, and engage team members to high performance.
• Excellent verbal and written communication; capable of handling customer escalations professionally and effectively.

Essential Physical Functions

• Lifting up to 25 pounds
• Bending, stooping, ability to stand for extended periods of time
• Must be able to travel and have a clear driving record in accordance to company driving guidelines

This job description is intended to describe the general nature and level of the work being performed. This is not an exhaustive list of all duties and responsibilities. The company reserves the right to amend and change responsibilities to meet business and organizational needs as necessary