Customer Service Lead: Lead Teams & Elevate Operations

OTC Industrial Technologies; Newington (CT); On-site; USD 45,000 - 52,000; Full time

Job summary

OTC Industrial Technologies is seeking a Customer Service Lead in Newington, CT. The role oversees CSR teams across one or more facilities, coordinating with Sales and operations to improve service levels and profitability.

You will manage ERP/CRM queries, maintain performance scorecards, and drive process improvements with a focus on accuracy and timely communications. This position offers competitive hourly pay and requires strong leadership and office software skills.

Qualifications

• Associate degree or equivalent; or HS diploma with five years related experience.
• Ability to lead a team and manage CSR functions.
• Experience with ERP, CRM, and operating in industrial distribution environments.
• Excellent customer relations and problem solving skills.
• Strong written and spoken communication abilities.
• Proficient in Microsoft Office; able to work independently and in a team.

Responsibilities

• Lead CSR associates across one or more facilities.
• Perform all base CSR functions and align CSR with Sales staff.
• Coordinate CSR workload, scheduling, and shift coverage.
• Serve as a resource for ERP/CRM questions and training.
• Maintain scorecards and review order, billing, and margin reporting.
• Provide corrective actions for issues found in daily reports.
• Advise on vendor returns and customer credits with relevant teams.
• Prepare reporting to support the team and meet company policies.

Skills

Leadership

Team management

ERP

CRM

Customer service

Data entry

Microsoft Office

English

Education

Associate degree or equivalent

HS diploma + 5 years related experience

Tools

ERP system

CRM software

Microsoft Office Suite

Job description

OTC Industrial Technologies is seeking a Customer Service Lead in Newington, CT. The role oversees CSR teams across one or more facilities, coordinating with Sales and operations to improve service levels and profitability.

You will manage ERP/CRM queries, maintain performance scorecards, and drive process improvements with a focus on accuracy and timely communications. This position offers competitive hourly pay and requires strong leadership and office software skills.