Customer Service Team Lead

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

Benefits offered by this job

401K with 5% company match

ESPP 15% immediate return

Employer paid disability plans

Life insurance

Paid Time Off & Holidays

Tuition support for degree and ongoing

Job summary

Quanex in Statesville, NC is seeking a Customer Service Team Lead to drive the function, ensure call and email coverage, accurate order entry, and strong cross-department collaboration.

You will lead staff meetings, analyze service data, manage open orders, resolve issues, and build lasting customer relationships while supporting scheduling and operations. This role offers salary in the $24.00/hr to $29.00/hr range with bonus potential and comprehensive benefits.

Qualifications

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

Responsibilities

• Lead staff meetings and updates in absence of Manager.
• Analyze Customer Service data to improve service levels.
• Manage heightened service issues to optimize satisfaction.
• Improve service quality by optimizing processes and tracking metrics.
• Build and maintain customer relationships.
• Process and key orders with scheduling and operations.
• Process complaints, corrective actions, returns and credits.
• Manage open orders for assigned accounts to ensure on-time delivery.

Skills

Leadership

Organizational skills

Problem solving

Customer service

Tools

ERP systems

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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