Customer Experience Leader | Team Coach & Ops

OSBORN LLC; Richmond (IN); On-site; USD 70,000 - 90,000; Full time

Job summary

OSBORN LLC in Richmond, IN is seeking a Senior Customer Service Leader to build and steer a high-performing team, ensuring prompt, professional, and accurate responses across channels.

You will partner with Sales, Operations, Supply Chain, and Finance to align service activities with business priorities, drive continuous improvement, and implement scalable processes while focusing on customer experience and operational excellence.

Qualifications

• Bachelor’s degree in business administration or related field is preferred
• Equivalent combination of education and relevant leadership experience may be considered
• 5-8 years of customer service, account management, or inside sales experience
• 2-5 years of direct leadership experience managing customer service representatives or a team
• Proven experience developing and improving customer service processes and metrics
• Experience with cross-functional collaboration with Sales, Operations, Supply Chain, Manufacturing, and Finance
• Proficiency with CRM and ERP systems (e.g., SAP, Power BI, Zoho)

Responsibilities

• Deliver best-in-class customer experience with prompt, professional, and accurate responses across all channels.
• Lead, coach, and performance-manage a high-performing team of Customer Account Coordinators.
• Recruit, onboard, and develop talent to support business growth.
• Direct daily customer service operations and establish priorities and resources.
• Serve as escalation point for complex customer concerns and drive timely resolutions.
• Provide customers with product information, availability, lead times, and recommendations.
• Monitor customer feedback and service levels to identify improvement opportunities.
• Oversee complete order-to-delivery process and ensure accurate management of orders.
• Collaborate with Sales, Operations, Supply Chain, Logistics, Product Management, Engineering, and Finance to resolve issues and align service activities.
• Develop and implement training programs to strengthen customer service capabilities.
• Establish and monitor customer service KPIs and SLAs; report findings to leadership.
• Conduct audits of processes to ensure compliance and effectiveness.
• Lead continuous improvement initiatives for efficiency and scalability.
• Facilitate cross-functional problem-solving and strategic planning.

Skills

Leadership

Team management

Customer service leadership

Cross-functional collaboration

Performance management

Education

Bachelor's degree in Business Administration

Equivalent experience considered

Tools

CRM

ERP (SAP)

Power BI

Zoho

Job description

OSBORN LLC in Richmond, IN is seeking a Senior Customer Service Leader to build and steer a high-performing team, ensuring prompt, professional, and accurate responses across channels.

You will partner with Sales, Operations, Supply Chain, and Finance to align service activities with business priorities, drive continuous improvement, and implement scalable processes while focusing on customer experience and operational excellence.