Customer Service Lead

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

Job summary

Mallard Creek Polymers in Charlotte, NC seeks a Customer Service Lead to supervise daily order processing and actively engage in customer accounts and issue resolution.

You will lead the Customer Service Team, manage EDI transactions, coordinate with cross-functional peers, and drive process improvements in order-to-cash. Strong ERP experience required; knowledge of JDE, SAP, Oracle or Dynamics preferred.

Qualifications

• Associate'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.

Responsibilities

• Provide leadership and direction to the Customer Service Team.
• Oversee order management and EDI administration processes.
• Coordinate cross-functionally to ensure timely order processing and issue resolution.
• Drive process improvements across order-to-cash workflows.

Skills

Order management

EDI transactions

ERP systems

Leadership

Customer service

Communication

Problem solving

Multitasking

Attention to detail

Cross-functional collaboration

Education

Associate's degree in Business/Supply Chain

Bachelor's degree in Business/Supply Chain

Tools

JDE

SAP

Oracle

Microsoft Dynamics

Job description

Job Details

• Level: Experienced
• Job Location: Plant - Charlotte, NC 28262
• Position Type: Full Time
• Education Level: 2 Year Degree

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:

• Leadership & Team Management
• Customer Service Operations
• Order Management & EDI Administration
• Cross-Functional Coordination
• Process Improvement

Who 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.

What We Need

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:

Required

• Associate'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.

Preferred

• Bachelor'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 & Abilities

• Strong 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 accuracy
• Customer satisfaction
• EDI transaction success rate
• On-time order processing
• Customer response time
• Open order management
• Service issue resolution time
• Team productivity and development

Work Location & Hours

• Mallard Creek Polymers Plant Morehead Road, Charlotte, NC 28262
• 8 Hour Shifts from 8 AM - 5 PM
• Schedule Type: Monday - Friday

Travel

• Minimal (possibly to other company locations located within the Charlotte area)

Job Type/ Department

Full-Time Direct Hire / Supply Chain

Positions available

1