Lead Customer Service Representative

The Lead Customer Service Rep will be working closely with the Inside Sales Manager and assisting with the training of new hires, carrying out sales strategies, and ensuring exceptional customer service is provided by other team members to our customers. 

Key Responsibilities:

Team leadership and development

• Lead, mentor, and train the inside sales team and customer service to achieve individual and team sales targets, ensure processes are followed and SOX standards are met.
• Foster a positive and collaborative team environment.
• Strategize and review current processes with the ISR manager for process improvements. 

Customer Relationship Management

• Establish and maintain strong relationships with our customers, reps and multiple operation sites.
• Work closely with sales leadership, product marketing and operations to align sales efforts with company goals.
• Liaison with internal teams to resolve customer issues efficiently. 

Performance Monitoring and Reporting

• Ability to train new hires on our processes, systems and provide feedback to ISR manager on progress. Travel as needed.
• Monitor Exostar portal for Program Accounts for proper handling and back-up for team.
• Review and audit large orders for accuracy and SOX requirements.
• Assist with onboarding of new rep with account set ups, customer maintenance clean-up liaison and the main point of contact for on-site internal, customer and SOX audits. 

Process Improvement

• Be a positive voice on the floor to help assist with process changes and implement best practices based on the voice of the customer.
• Engage internal and external customers to understand their needs and areas to improve collaboration.
• Document process improvement changes that can be utilized for onboarding and training. 

Handle one or two key customers with their quoting and/or order management needs.

Required Qualifications: 

• Bachelor’s degree in Business, Sales, or related field (preferred/work experience)
• 5+ years of experience in inside sales and/or customer service
• Need to lead by example with work behavior and attitude
• Ability to thrive in a fast-paced, team-oriented environment
• Proficiency in SalesForce, MS Office and Windows. Microsoft Office
• Fluent in English 

• Due to government regulations, this position requires access to ITAR-controlled information. Therefore, candidates must be a U.S. Person as defined by the International Traffic in Arms Regulations (ITAR).

EOE/M/F/D/V