Customer Service Operations Lead - Team Growth

Om Stone; Hillsboro (OR); On-site; USD 70,000 - 90,000; Full time

Job summary

OM Stone is seeking a hands-on Client Services Lead to own the day-to-day operation and effectiveness of the Customer Service department. You will set expectations, develop employees, and drive accountability across the team to meet commitments.

The role requires coordinating throughout artwork, approvals, production, and delivery, proactively identifying issues and presenting well-considered recommendations to senior leadership for input or approval.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• Proficiency in Microsoft Office and design software.
• Experience coordinating detailed customer orders across departments.

Responsibilities

• Takes ownership of the day-to-day operation, organization, performance, and effectiveness of the Customer Service department.
• Maintains awareness of open tasks, customer concerns, deadlines, team workload, staffing needs, and departmental priorities; follows through before issues escalates or commitments are missed.
• Ensures Customer Service meets turnaround commitments for customer responses, order entry, changes, approvals, and completions.
• Monitors workload and recommends adjustments to priorities, responsibilities, or resources as needed.
• Owns departmental commitments and projects, ensuring timely and consistent follow-through.
• Identifies departmental needs, potential problems, workflow gaps, training needs, and opportunities for improvement; researches and recommends solutions or plans for senior leadership input and approval when appropriate.
• anticipates how changes in responsibilities, staffing, workload, processes, products, or company priorities will affect the team and develops implementation plans addressing training, documentation, timelines, expectations, and follow-up.
• Recognizes which issues can be handled independently and which require senior leadership involvement or approval.
• When bringing an issue forward, gathers relevant information, evaluates solutions, and recommends a course of action whenever possible.
• Develops, maintains, and improves Customer Service procedures, systems, workflows, and policies to support accuracy, efficiency, accountability, and exceptional customer service.
• Ensures processes and policies are documented, communicated, understood, and consistently followed.
• Regularly evaluates workflows, identifies improvements, and develops recommendations for senior leadership review and approval as appropriate.
• Handles customer complaints as the first line of resolution, escalating when necessary.
• Works with other departments to identify and resolve issues affecting customers, orders, processes, or workflow.
• Builds strong employee and customer relationships through communication, problem-solving, accountability, and follow-through.
• Stays current on new products, features, policies, and processes and ensures the team receives and understands relevant information.

Skills

People leadership

Team coaching

Process improvement

Education

Bachelor’s degree

Two years of related experience

Tools

Microsoft Office Suite

Design software

Job description

OM Stone is seeking a hands-on Client Services Lead to own the day-to-day operation and effectiveness of the Customer Service department. You will set expectations, develop employees, and drive accountability across the team to meet commitments.

The role requires coordinating throughout artwork, approvals, production, and delivery, proactively identifying issues and presenting well-considered recommendations to senior leadership for input or approval.