Customer Service Lead - ERP & Operations Champion

Greatjob; Newington (CT); On-site; USD 45,000 - 53,000; Full time

Job summary

Greatjob is seeking a Customer Service Lead in Connecticut to plan, coordinate and execute customer service support. You will assist the Operations Manager in improving performance, productivity, and profitability through effective methods and strategies.

You will lead CSR teams, manage ERP/CRM usage, and collaborate with sales and operations to optimize customer experiences. Requires strong leadership, communication, and problem-solving abilities with proficiency in MS Office.

Qualifications

• Associate degree or equivalent from two-year college; or HS diploma with five years related experience; or a relevant combination of education and experience.
• Ability to lead a team.
• Ability to perform or quickly gain knowledge of all base CSR functions.
• Proven experience in implementing operational processes.
• Preferred experience utilizing an ERP.
• Preferred experience in industrial distribution and/or manufacturing environments.
• Excellent customer relations and problem-solving skills.
• Excellent leadership and decision-making skills.
• Strong verbal, written, and interpersonal communication skills.
• Capable of working independently, as well as a team member.
• Proficient in Microsoft Office Suite (Excel, Word, Outlook, Teams).
• Ability to understand written and oral English and be proficient with computer, email, spreadsheets and look up documents online.

Responsibilities

• Lead customer service associates across one or more facilities.
• Perform all base CSR functions.
• Coordinate CSR staff with Sales staff and customers.
• Serve as resource for ERP/CRM users.
• Maintain order and performance scorecards.
• Review daily reporting and address billing issues.
• Adjust CSR workload as needed.
• Coordinate team with other departments for credits, returns, and approvals.
• Respond promptly to customer or salesperson issues.
• Schedule hours, PTO and shifts; run regular standups.
• Share knowledge of customer and vendor bases to drive results.
• Encourage process improvements and training.
• Prepare and review reporting to support the team.

Skills

Lead a team

ERP experience

Microsoft Office

English proficiency

Education

Associate degree or equivalent / HS diploma + 5 years

Tools

ERP

Job description

Greatjob is seeking a Customer Service Lead in Connecticut to plan, coordinate and execute customer service support. You will assist the Operations Manager in improving performance, productivity, and profitability through effective methods and strategies.

You will lead CSR teams, manage ERP/CRM usage, and collaborate with sales and operations to optimize customer experiences. Requires strong leadership, communication, and problem-solving abilities with proficiency in MS Office.