Customer Service Lead

GUDEL, INC.; Ann Arbor (MI); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

401K match

Health insurance

Paid time off

Job summary

Güdel is a global leader in automation, motion control, and robotics solutions. We seek a Customer Service Lead onsite in Ann Arbor, MI to oversee order fulfillment from inquiry to delivery, collaborating with Sales, Operations, Supply Chain, and Finance to deliver exceptional customer experience.

The role emphasizes coordinating domestic and international shipping, improving processes, and mentoring a customer service team to drive performance.

Qualifications

• Bachelor's degree in Business, Supply Chain Management, Logistics, Operations Management, or related field.
• 4-8+ years of customer service, order management, or logistics experience in manufacturing.
• Strong knowledge of domestic/international shipping, freight management, and trade compliance.
• Experience coordinating with carriers, freight forwarders, and 3PLs.

Responsibilities

• Grow profitable spare parts and service sales through responsive support and effective quotation.
• Lead coordination and execution of domestic and international shipping and logistics.
• Collaborate with carriers, freight providers, customs brokers, and internal teams.
• Strengthen customer satisfaction through proactive communication and issue resolution.
• Achieve operational excellence ensuring accurate, timely delivery of products and services.
• Foster cross-functional collaboration with Sales, Engineering, Operations, Marketing, and Quality.
• Mentor and develop customer service team members to improve performance.

Skills

Customer service leadership

Cross-functional collaboration

Problem-solving

Communication skills

Prioritization

Education

Bachelor's degree or equivalent

Tools

ERP systems (SAP/Oracle/MS Dynamics)

Job description

• Employee Type Full-Time Hourly
• Required Degree 2 Year Degree
• Manage Others No

Description

Güdel is a global leader in automation, motion control, and robotics solutions. We design and deliver high-performance systems that help manufacturers move, position, and automate with precision.

Do you enjoy building strong customer relationships, coordinating with teams, and ensuring orders are delivered accurately and on time? We're looking for a Customer Service Lead to oversee customer service operations and take ownership of the entire order fulfillment process, from customer inquiry and quotation through order entry, shipment, and delivery.

In this role, you will serve onsite at our Ann Arbor, MI location as the primary point of contact for customers and internal stakeholders, ensuring clear communication, order visibility, and timely resolution of issues. You will work closely with Sales, Operations, Supply Chain, and Finance to deliver exceptional customer experience while driving accountability and continuous improvement across the Components and Spare Parts businesses.

This position is based in Ann Arbor, MI. Candidates must be authorized to work in the United States without current or future sponsorship. Relocation assistance is not provided for this role.

What You'll Do

• Grow profitable spare parts and service sales through responsive customer support, opportunity qualification, and effective quotation and negotiation practices.
• Lead the coordination and execution of domestic and international shipping and logistics activities to ensure the efficient, timely, and cost-effective movement of parts, components, and capital equipment.
• Collaborate with carriers, freight providers, customs brokers, and internal stakeholders to optimize transportation strategies, support on-time delivery, and maintain compliance with applicable import/export regulations, trade requirements, and shipping documentation
• Strengthen customer satisfaction and loyalty through proactive communication, feedback management, and solution-oriented service.
• Achieve operational excellence by ensuring accurate, complete, and timely delivery of products and services while supporting business growth.
• Foster effective cross-functional collaboration with Sales, Engineering, Operations, Marketing, and Quality teams to meet customer and organizational objectives.
• Mentor and develop customer service team members to improve performance and customer experience.

Qualifications

• Bachelor's degree in Business, Supply Chain Management, Logistics, Operations Management, or a related field, or equivalent combination of education and experience.
• 4-8+ years of experience in customer service, order management, logistics, supply chain, or aftermarket/spare parts operations within a manufacturing or industrial environment.
• Strong knowledge of domestic and international shipping, freight management, import/export requirements, customs documentation, and trade compliance.
• Experience coordinating with carriers, freight forwarders, customs brokers, and third-party logistics providers.

Working knowledge of HTSUS classification, import/export regulations, and international shipping best practices.

Proven ability to manage complex customer orders, resolve issues, and drive successful outcomes in a fast-paced environment.

• Excellent communication, relationship-building, and problem-solving skills, with the ability to influence cross-functional teams.
• Demonstrated ability to prioritize multiple projects and competing deadlines while maintaining a high level of accuracy and customer satisfaction.
• Proficiency with ERP systems (such as SAP, Oracle, Microsoft Dynamics, or similar) and Microsoft Office applications.

Why Join Us?

At Güdel, you will be part of a company known for engineering excellence, innovation, and long-term customer partnerships. You'll work with cutting-edge automation technology, gain exposure to diverse manufacturing environments, and develop your technical expertise while supporting industry-leading automation solutions.

Güdel offers a wide range of employee benefits including a generous 401K match program, exceptional health insurance benefits, and an employee-friendly PTO policy