Customer Service Lead

Mallard Creek Polymers, LLC; Charlotte (NC); On-site; USD 65,000 - 90,000; Full time

Job summary

Mallard Creek Polymers, LLC is seeking a Customer Service Lead to join our team in Charlotte. This role combines hands-on customer service with frontline supervision to ensure accurate order management and clear internal communication.

The ideal candidate will bring 5+ years in customer service/order management, 2+ years in a leadership role, and strong EDI/ERP experience. Expect to drive cross-functional collaboration and continuous process improvement in a manufacturing setting.

Qualifications

• Associate degree or equivalent; 5+ years of customer service/order management experience.
• Minimum 2 years in leadership, supervisory, or team lead roles.
• Strong experience with EDI transactions and troubleshooting.
• Experience with ERP systems (JDE, SAP, Oracle, MS Dynamics, or similar).
• Proven ability to manage orders from entry through shipment; strong communication.

Responsibilities

• Lead and actively participate as a Customer Service Representative and supervisor.
• Oversee daily order processing, accounts management, and issue resolution.
• Coordinate across functions to improve processes and service levels.
• Monitor KPIs such as order accuracy, on-time delivery, and responsiveness.

Skills

Leadership & Team Management

Customer Service Operations

Order Management & EDI Administration

Cross-Functional Coordination

Process Improvement

Education

Associate's degree in Business/Supply Chain

Bachelor's degree in Business/Supply Chain

Tools

JDE

SAP

Oracle

Microsoft Dynamics

Job description

Mallard Creek Polymers is seeking a qualified Customer Service Lead to join our team.Who you are: The Customer Service Lead serves as both a working Customer Service Representative and a frontline supervisor responsible for ensuring exceptional customer service, accurate order management, and efficient communication across the organization. This position provides daily leadership and direction to the Customer Service Team while actively managing customer accounts, order entry, and issue resolution.What you do: Our ideal teammate has work-related experience with the followingLeadership & Team ManagementCustomer Service OperationsOrder Management & EDI AdministrationCross-Functional CoordinationProcess ImprovementWho we are:Mallard Creek Polymers is a chemical manufacturer, providing a broad range of styrene-butadiene, styrene-acrylic and acrylic emulsion polymers to our customers. Our business philosophy is to provide our customers with customized solutions, flexibility, and complete satisfaction. Customer care, new product development, and flexible manufacturing are key areas of focus. We seek to attract, retain, and inspire people who want to make a clear, personal impact on the success of the Company.The Customer Service Lead combines supervisory responsibility with direct customer service execution and is expected to remain actively involved in daily order processing while leading the customer service function.Skills and Qualifications:RequiredAssociate's degree in Business, Supply Chain, or related field; equivalent experience will be considered.Minimum 5 years of customer service, order management, or supply chain experience.Minimum 2 years of leadership, supervisory, or team lead experience.Strong experience with Electronic Data Interchange (EDI) transactions and troubleshooting.Experience with ERP systems (JDE, SAP, Oracle, Microsoft Dynamics, or similar).Proven experience managing customer orders from entry through shipment.Strong problem-solving, organizational, and communication skills.Ability to manage multiple priorities in a fast-paced environment.PreferredBachelor's degree in Business, Supply Chain, or related discipline.Manufacturing or chemical industry experience.Experience working with major retail, distribution, or industrial customers.Advanced Excel and reporting skills.Knowledge, Skills & AbilitiesStrong understanding of order-to-cash processes.In-depth knowledge of EDI standards and customer portal management.Excellent customer relationship management skills.Ability to lead by example and provide hands-on support.Strong attention to detail and commitment to order accuracy.Effective verbal and written communication skills.Ability to influence cross-functional teams and drive issue resolution.Key Performance Indicators (KPIs)Order entry accuracyCustomer satisfactionEDI transaction success rateOn-time order processingCustomer response timeOpen order managementService issue resolution timeTeam productivity and developmentWork Location & Hours: Mallard Creek Polymers Plant Morehead Road, Charlotte, NC 282628 Hour Shifts from 8 AM - 5 PMSchedule Type: Monday - FridayTravel: Minimal (possibly to other company locations located within the Charlotte area)Job Type/ Department: Full-Time Direct Hire / Supply ChainPositions available: 1Next StepsOur HR and hiring team will be screening resumes and reaching out to applicants until we schedule onsite interviews. Be sure to answer all questions completely. We will be sending emails to you to coordinate our initial conversations or to get more information. Please keep an eye out for an email from MCPOLYMERS.Keep In TouchFollow Mallard Creek Polymers on LinkedIn or visit our website for more information.