Customer Service Lead

Job Summary

The CSR Team Lead oversees customer service and sales operations for assigned accounts while providing leadership to the team. This role emphasizes fostering a collaborative and supportive team environment where communication, mutual respect, and shared problem-solving drive success. Combining expert-level customer service skills with team leadership responsibilities, the CSR Team Lead plays a pivotal role in mentoring and coaching team members to ensure they have the skills and support to excel in their roles. By maintaining strong relationships with customers and internal stakeholders and leveraging a results-driven approach, this position ensures customer satisfaction, team development, and operational efficiency. Additionally, the CSR Team Lead creates and measures KPIs to monitor and enhance team performance and operational success.

Key Responsibilities

Customer Service & Sales

• Handle all calls from assigned customers and Industrial Sales Representatives in a professional and business-like manner.
• Identify customer needs and sales opportunities, engaging in consultative selling to promote products and services.
• Process credit memos for over-shipments, shortages, returned goods, approved price adjustments, vendor credits, and defective or damaged goods.
• Research and resolve back-ordered merchandise inquiries, expedite shipments, and process cancellations as needed.
• Notify customers of delays, changes in delivery schedules, and abnormal shipment sizes.
• Provide accurate and timely responses to inquiries from customers and Industrial Sales Representatives regarding product availability, pricing, and delivery.
• Maintain comprehensive knowledge of products and services to provide accurate and up-to-date information to customers.
• Effectively upsell products and services to maximize revenue generation.

Team Leadership & Coaching

• Foster a teamwork-oriented environment that encourages collaboration, shared accountability, and open communication.
• Mentor and coach team members to enhance their skills, address performance gaps, and support their professional development.
• Serve as the primary resource for team members, addressing escalated customer issues and providing guidance on processes and policies.
• Lead by example, setting a high standard of professionalism, customer focus, and operational excellence.
• Monitor team workflows and assist during peak workloads or team absences.
• Collaborate with the Customer Service Manager to evaluate employee performance, provide constructive feedback, and implement development plans.
• Promote a culture of continuous learning by providing regular training, resources, and support to team members.

Operational Efficiency

• Coordinate with warehouse, accounting, and management to address inquiries and resolve issues.
• Process requests for documentation such as invoices, credit memos, catalog pages, price lists, and bills of lading.
• Ensure timely and accurate communication with customers regarding product availability, delivery status, and shipment updates.
• Stay informed about competing products and services to identify opportunities to position the organization's offerings effectively.

Strategic Contribution

• Along with the CSR Regional manager, create and measure KPIs to monitor and optimize team performance, ensuring alignment with company goals.
• Analyze customer feedback to identify opportunities for improving customer satisfaction and sales strategies.
• Assist in developing processes to streamline workflows and enhance team productivity.
• Participate in regular meetings with management to discuss team performance, challenges, and opportunities.

Qualifications

Education and Experience

• High school diploma or general education degree (GED)
• Proven Success in Customer Service/Customer Facing environments.
• Knowledge of fasteners, MRO, safety equipment and tooling strongly preferred.
• Minimum of 2–4 years of experience in customer service or inside sales, with at least 1 year in a leadership role.

Skills and Abilities

• Proven ability to foster a teamwork environment and coach team members to achieve their full potential.
• Strong leadership abilities, including mentoring, goal-setting, and conflict resolution.
• Exceptional communication skills, both written and verbal, with a focus on active listening.
• Proven consultative selling and upselling skills.
• Proficiency in CRM software, customer service tools, and Microsoft Office Suite.
• Excellent organizational skills with the ability to multitask and prioritize effectively.
• Experience in developing, monitoring, and analyzing KPIs to drive performance improvements.

Physical Requirements

• Ability to work on-site, stand for extended periods, and adapt to non-climate-controlled environments.

Benefits:

• 401(k) with matching
• Dental and health insurance
• Paid time off
• Professional development support
• Referral program
• Vision insurance
• ESOP Company Stock

Now, a bit about us:

At Bostwick-Braun, we're more than just a company—we're a tight-knit family dedicated to delivering top-notch hardware, industrial, and specialty distribution services across 22 states. Founded in 1855, our legacy is built on hard work, integrity, and a relentless commitment to customer satisfaction. Through strategic acquisitions like EBN Industrial Supply, we've expanded our reach and offerings, all while staying true to our Midwestern values.