Customer Service Team Lead

Hoffmaster; Sparks (NV); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Competitive salary

Generous paid time off

Retirement options

Growth opportunities

Medical, dental, and vision

Job summary

Hoffmaster in Sparks, NV is seeking a Customer Service Team Lead to guide day-to-day operations, coach a small team, and serve as the primary contact for escalations.

You will partner with production, sales, marketing, logistics, and IT to drive service excellence, analyze trends, and implement improvements while balancing daily demands.

Qualifications

• Associates Degree in Business, Communications, or related field preferred.
• 4+ years of experience in customer service.
• Strong problem-solving, analytical, and cross-functional collaboration skills.

Responsibilities

• Serve as the first point of contact for Customer Service Representatives questions and escalations.
• Directly handle complex customer inquiries, troubleshoot issues, and provide timely solutions.
• Collaborate with production, sales, marketing, logistics, and IT to improve efficiency and customer satisfaction.
• Maintain customer service policies and ensure team training and alignment with current processes.
• Develop reports to monitor performance metrics and analyze service trends.
• Mitigate inventory risks through proactive communication and alternative solutions.

Skills

Problem solving

Analytical thinking

Cross-functional collaboration

Communication

Education

Associates Degree

Job description

Hoffmaster is where tradition meets innovation. For decades, we’ve been a trusted name in foodservice products but what truly sets us apart is our people. We’re a team of problem-solvers, creators, and collaborators who are passionate about delivering high-quality, sustainable solutions. Here, your ideas matter, your growth is supported, and your work helps shape experiences people enjoy every day. With a strong legacy and a forward-thinking mindset, we’re driven by creativity, collaboration, and a commitment to sustainability. If you’re looking to elevate your career with a company that’s constantly evolving, you’ll fit right in here.

What’s so special about us?

From paper plates and napkins to paper straws, party supplies, and food wrap, Hoffmaster is a leader in the tableware industry.

What truly sets us apart is our people: Here your ideas don’t just get heard, they help shape what’s next. Your growth is supported, your contributions are valued, and your work plays a role in creating moments people enjoy every day.

Create. Collaborate. Elevate…your dining table and your career!

About The Role

The Customer Service Team Lead supports day-to-day customer service operations by serving as a first point of contact for team member questions, system support, training, and escalations. This role helps promote a positive team culture through effective communication, availability, collaboration, and a strong focus on service excellence.

How You Will Make An Impact

• Serve as the first point of contact for Customer Service Representative questions, escalations, and day-to-day support needs.
• Directly handle complex customer inquiries, troubleshoot issues, and provide timely solutions
• Enhance cross-functional collaboration by working with production, sales, marketing, logistics, and IT to improve efficiency and customer satisfaction.
• Maintain customer service policies and procedures, ensuring team members are trained and aligned with current processes.
• Develop reports to monitor performance metrics, analyze service trends, and recommend areas for improvement.
• Mitigate inventory risks through proactive communication and alternative solutions to minimize customer impact.

The Essentials

• Associates Degree in Business, Communications, or related field preferred
• 4+ years of experience in customer service
• Effective problem-solving, logical thinking, and critical thinking abilities.
• Ability to support team goals while balancing daily operational needs.
• Ability to analyze complex data and make informed scheduling decisions.
• Strong organizational, time management, and problem-solving skills.
• Excellent communication and interpersonal skills with the ability to work cross-functionally.
• Ability to manage multiple priorities in a fast-paced environment.

We don’t just hire great people—we take care of them.

• Competitive salary and incentives
• Time off that lets you recharge
• Retirement savings options
• Growth opportunities that elevate your career
• Comprehensive Medical, Dental, and Vision benefits
• Pet insurance—because your furry friends matter too

Stay Connected- follow us on LinkedIn and explore more on our website:

Hoffmaster: Overview | LinkedIn

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We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or disability. We provide reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation to apply or interview, please contact [e-mail]