Customer Service Lead: Drive Strategy & Team Excellence

SD Wheel Corp; Town of Wrightstown (WI); Hybrid; USD 55,000 - 75,000; Full time

Job summary

SD Wheel Corp is seeking a Customer Service Lead in Wisconsin to supervise a dedicated CS division such as Returns, Social Media, or Reviews. You will coach the team, implement standardized strategies, and drive high customer satisfaction through data-driven improvements.

The role requires guiding daily operations, leading meetings, and owning division metrics while collaborating with CS leadership and other departments to resolve issues and optimize service quality.

Qualifications

• 5+ years of customer service experience.
• Prior leadership experience preferred.
• Experience with warranty, returns, damage claims or negative reviews preferred.

Responsibilities

• Lead and coach the customer service team, driving day-to-day issue resolution and performance.
• Develop, implement and standardize CS strategies with CS leadership.
• Improve workflows and set standards of work; monitor metrics and drive improvements.
• Educate on professional email/phone communication and build team skills.
• Lead daily/weekly/monthly meetings with metrics and reporting boards.
• Own and improve division metrics; address underperforming areas as needed.
• Apply root-cause analysis and PPS to resolve process failures.
• Coordinate with other departments to resolve system or process issues.
• Ensure escalated cases end in outcomes that minimize enterprise losses.
• Facilitate reporting, huddles, and CS scorecards in the manager’s absence.
• Onboard, train, and monitor new hires; drive daily metric improvements.
• Accommodations may be provided to enable performance for employees with disabilities.

Skills

Team leadership

Collaboration

Problem solving

Communication

Attention to detail

Analytical skills

Organizational skills

Education

High school diploma

Job description

SD Wheel Corp is seeking a Customer Service Lead in Wisconsin to supervise a dedicated CS division such as Returns, Social Media, or Reviews. You will coach the team, implement standardized strategies, and drive high customer satisfaction through data-driven improvements.

The role requires guiding daily operations, leading meetings, and owning division metrics while collaborating with CS leadership and other departments to resolve issues and optimize service quality.