Customer Service Lead

Summary of Position
 The Customer Service Lead will be dedicated to assisting customers by strengthening responsiveness, improving collaboration, and reinforcing our commitment to best‑in‑class customer service. This role works closely with the Orders Department and Sales to ensure timely, accurate, and professional customer support.

Essential Responsibilities 

• Assist the Orders Department with customer communications related to order shortages, backorders, and fulfillment updates, including documenting and tracking shortages through inventory review and analysis.
• Maintain a strong working knowledge of order processing procedures to effectively support the Orders team while allowing them to focus on primary transactional responsibilities.
• During peak periods or as needed, assist with order processing after completing required training and demonstrating proficiency in order entry and related systems.
• Process Sample Orders and maintain high responsiveness to brokers, customers, and sales. 
• Serve as a primary point of contact for customer inquiries, ensuring timely, accurate, and professional responses.
• Collaborate with Sales, Inventory, and Operations teams to resolve customer issues and improve overall service delivery.
• Process sample orders and support responsiveness to brokers, customers, and sales representatives.
• Maintain accurate documentation of customer interactions, issues, and resolutions within internal systems.
• Identify recurring customer service issues and recommend process improvements to leadership.
• Support cross‑functional product and process training to ensure consistent customer service standards across brands.
• Assist with administrative and coordination tasks related to customer support, promotions, or special projects as assigned.
• Uphold company values and contribute to a positive, solution‑oriented customer experience.

Equal Employment Opportunity:

MBC Companies is committed to providing equal opportunity for all employees and applicants without regard to race, color, religion, national origin, sex, age, marital status, sexual orientation, disability, political affiliation, personal appearance, family responsibilities, matriculation, or any other characteristic protected under federal, state, or local law. Each person is evaluated on the basis of personal skill and merit. MBC Companies’ policy regarding equal employment opportunity applies to all aspects of employment including recruitment, hiring, job assignments and promotions, working conditions, scheduling, educational and recreational programs.