Customer Service Lead

Jobtailor; Simi Valley (CA); On-site; USD 70,000 - 110,000; Full time

Job summary

Jobtailor is seeking a Customer Service Supervisor to oversee daily customer communications, inquiries, and complaints, ensuring high satisfaction. You will manage ERP transactions, apply Incoterms, and review customer orders while coordinating with Sales, Procurement, Finance, Quality, Warehouse, and Logistics to meet KPIs.

The role requires at least 3 years of supervisory experience and a Bachelor’s degree or equivalent, with legal eligibility to work in the United States.

Qualifications

• Bachelor’s degree required or equivalent experience with at least 3 years of supervisory experience
• Knowledge of Incoterms
• Legal authorization to work in the United States
• Employment eligibility verification required at hire
• Visa sponsorship is not available
• Ability to access export-controlled items lawfully

Responsibilities

• Oversee daily customer communications, inquiries, and complaints to ensure customer satisfaction
• Manage ERP transactions, including quotes, sales orders, delivery, and returns
• Apply Incoterm knowledge
• Review customer purchase-order contracts
• Liaise with Sales, Procurement, Finance, Quality, Warehouse, and Logistics to fulfill sales targets and KPIs
• Coordinate with Sales and Procurement to update system backlogs for shipping schedule changes
• Comply with company policies and procedures
• Support ASAT, IMEX, and audit requirements
• Lead and develop the Customer Service team to drive operational excellence
• Set team objectives, monitor performance, and ensure KPI achievement
• Provide coaching, training, and performance feedback
• Promote collaboration, accountability, and a high-performance culture
• Perform other tasks assigned by the supervisor

Job description

• Oversee daily customer communications, inquiries, and complaints to ensure customer satisfaction
• Manage ERP transactions, including quotes, sales orders, delivery, and returns
• Apply Incoterm knowledge
• Review customer purchase-order contracts
• Liaise with Sales, Procurement, Finance, Quality, Warehouse, and Logistics to fulfill sales targets and KPIs
• Coordinate with Sales and Procurement to update system backlogs for shipping schedule changes
• Comply with company policies and procedures
• Support ASAT, IMEX, and external/internal audit requirements
• Lead and develop the Customer Service team to drive operational excellence
• Set team objectives, monitor performance, and ensure KPI achievement
• Provide coaching, training, and performance feedback
• Promote collaboration, accountability, and a high-performance culture
• Perform other tasks assigned by the supervisor

Requirements

• Bachelor’s degree from an accredited university is required, or equivalent experience of not less than 3 years of supervisory experience
• At least 3 years of supervisory experience when used as the education equivalent
• Knowledge of Incoterms
• Legal authorization to work in the United States
• Employment eligibility verification required at hire
• Visa sponsorship is not available
• Ability to access export-controlled items lawfully

Core Competencies

Demonstrates expertise in customer service management, including overseeing communications, managing ERP transactions, and applying Incoterm knowledge. Proven ability to lead teams, achieve KPIs, and ensure compliance with company policies and audit requirements.

Highest-signal resume keywords

• Customer Service Management
• ERP Transaction Management
• Incoterm Knowledge
• Team Leadership
• KPI Achievement

ATS Optimization Keywords

Hard Skills

• ERP Management
• Customer Communication
• Purchase Order Review
• Sales Order Management
• Performance Monitoring
• Operational Excellence
• Audit Compliance
• Export-Controlled Item Access

Soft Skills

• Coaching
• Collaboration
• Accountability
• Performance Feedback

Certifications & Qualifications

• Bachelor’s Degree

Industry Keywords

• Customer Satisfaction
• Sales Targets
• Procurement Liaison
• Logistics Coordination
• Quality Assurance