Customer Service Team Lead

Potential with Quanex; Statesville (NC); On-site; USD 33,000 - 40,000; Full time

Benefits offered by this job

401K with 5% company match

ESP P participation 15% immediate

Disability plans and life insurance

Paid Time Off & Holidays

Tuition support for education

Employee Resource Groups

Job summary

Quanex is seeking a Customer Service Team Lead to drive our customer service function from our Statesville, NC location. The role focuses on call and email coverage, accurate order entry, and cross-functional communication to improve overall customer satisfaction.

The ideal candidate has at least five years in customer service, with ERP/data processing experience. The position offers a competitive salary, bonus potential, and comprehensive benefits including 401(k) with match and ESPP

Qualifications

• Minimum five years of experience in a customer service role preferred.
• Experience in data processing and ERP systems.

Responsibilities

• Lead staff meetings and update meetings as needed.
• Analyze customer service data to assess service levels and plan improvements.
• Address high-priority customer issues with the team and escalate when necessary.
• Improve service quality by refining processes and tracking performance metrics.
• Build and maintain strong customer relationships and manage open orders.
• Process and enter orders, coordinating with scheduling and operations.
• Handle complaints, corrective actions, returns and credits.
• Monitor and ensure on-time delivery for assigned accounts.

Skills

Leadership

Customer service

Problem solving

Communication

Tools

ERP systems

Data processing

Job description

Locations

Showing 1 location

Statesville, NC 28625, USA

• Administration
• Full-Time
• Requisition #: CUSTO008049

Description

Quanex is looking for a Customer Service Team Lead to join our team located in Statesville NC.

The Customer Service Team Lead is responsible for driving the Customer Service function to achieve specified levels of service including call/email coverage, accurate order entry and effective intradepartmental communication.

We Offer You!

• Competitive Salary and bonus potential
• 401K with 5% company match, yours to keep after 2 years
• 15% immediate return if you participate in the company’s ESPP
• Employer paid disability plans and life insurance
• Paid Time Off & Holidays
• Tuition support for degree and continuous education
• Employee Resource Groups focused on employee empowerment

What’s attractive about the Customer Service Team Lead position?

• A company that LIVES its values
• Opportunity to grow within the organization
• Supportive & collaborative culture

What Success Looks Like:

• Conduct staff meetings and/or update meetings in Manager's absence or when assigned to perform this function
• Analyze all Customer Service data to determine level of Customer Service provided to customers and developing plans for improvement (Call coverage, customer score cards, response time etc).
• Manage heightened customer service issues before escalating to Customer Service Manager to optimize customer satisfaction.
• Improve customer service quality by optimizing processes, tracking performance metrics, and implementing improvements.
• Build and maintain customer relationships.
• Process and key orders while working with scheduling and operations.
• Process complaints, Corrective Action (CA), returns and credits.
• Manage open orders for assigned accounts to ensure accuracy and on-time delivery.

What You Bring:

• Minimum of five years of experience in a customer service role preferred.
• Previous experience in data processing and ERP systems
• Able to demonstrate leadership, organizational and problem-solving skills

The range for this salaried non-exempt position is $24.00/hr to $29.00/hr with potential to earn an annual bonus.

About Quanex, A Part of Something BiggerQuanex (NYSE: NX) is a global, publicly traded manufacturing company primarily serving OEMs in the fenestration, cabinetry, solar, refrigeration and outdoor products markets. We are A Part of Something Bigger by improving the performance and aesthetics of end products through continuous innovation, helping customers achieve greater production efficiencies, dedication to giving back to communities where we operate, producing shareholder value and helping our employees learn, grow, and thrive. Learn more at Quanex.com .

Equal Opportunity Employer
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