Customer Service Lead

item America; Kansas; On-site; USD 60,000 - 80,000; Full time

Job summary

A global leader in modular systems based in Kansas seeks a Customer Service Manager to enhance customer experiences and logistics efficiency. This role involves developing strategies, managing customer touchpoints, and collaborating across teams. Ideal candidates will have a strong background in customer service within a B2B environment and excellent communication skills. Join us to empower innovation and continuous improvement.

Qualifications

• Proven experience in a customer service role.
• Ability to thrive in a fast-paced team environment.
• Strong focus on continuous improvement efforts.

Responsibilities

• Develop strategies to improve customer service and logistics efficiency.
• Manage customer touchpoints for consistent experiences.
• Monitor industry trends to drive improvement.

Skills

Proven experience in customer service, preferably in a B2B environment

Ability to work in a high paced team environment

Continuous improvement focus

Excellent communication skills

Proficiency in CRM software

Job description

Career at item – Join item, the global leader in modular systems for industrial applications. Our award-winning building kit system enhances efficiency, ergonomics, and safety across industries. We empower engineers to push boundaries and bring creative ideas to life with innovative aluminum profile solutions. At item, we inspire limitless possibilities—add your dimension with us!

Responsibilities

• Develop and execute strategies to improve customer service and logistics efficiency.
• Manage all customer touchpoints (phone, email, in-person) to ensure consistent, positive experiences.
• Map the customer journey to identify critical touchpoints and improvement opportunities.
• Address and resolve customer issues promptly; serve as primary contact for all order-related problems.
• Set clear customer expectations and maintain strong relationships to understand needs and expectations.
• Monitor, analyze, and act on customer feedback to improve processes, policies, and procedures.
• Collaborate with sales, marketing, procurement, inventory, and operations teams to align service and logistics strategies with business objectives.
• Oversee the entire order fulfillment process from receipt to delivery, including daily tracking and reporting of late, at-risk, and priority orders.
• Track, manage, and report on customer complaints; evaluate whether procedural changes improve satisfaction.
• Prepare and present regular performance reports and KPIs to senior management.
• Stay updated on industry trends and best practices to drive continuous improvement.

Qualifications

• Proven experience in customer service, preferably in a B2B environment.
• Ability to work in a high paced team environment.
• Continuous improvement focus.
• Excellent communication and interpersonal skills.
• Proficiency in CRM software and customer service tools.