Customer Service Team Lead – CRM/ERP Focus

Vmc Group; Houston (TX); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Health, dental and vision insurance

401K with company match

Life Insurance

Flexible Spending Accounts

Generous annual time off policy

12 Company-Paid holidays

Wellness Program

Job summary

VMC Group is seeking a Customer Service Supervisor in Houston to lead our service team and ensure top-tier support for HVAC customers. You will oversee daily operations, coordinate with Quality, Engineering and Manufacturing, and drive timely responses to inquiries to maintain strong customer relationships.

The role emphasizes data-driven management, escalation handling, and collaboration across departments to optimize order fulfillment and communication with clients.

Qualifications

• 3–5 years of customer service experience preferred.
• Previous team lead or supervisory experience preferred.
• High school diploma or equivalent required; Associate degree is a plus.
• Experience in a manufacturing environment preferred.
• ERP experience (e.g., Epicor) is a plus.

Responsibilities

• Provide day-to-day direction to Customer Service team members.
• Assign and prioritize workloads to ensure timely support.
• Monitor team performance, service levels and order accuracy.
• Coach and train employees on customer service expectations and processes.
• Serve as the first escalation point for complex issues.
• Identify opportunities to improve team workflows and processes.
• Build and maintain relationships with customers to support growth.
• Respond to inquiries in a timely, professional manner.
• Proactively communicate production updates or delays to customers.
• Document customer changes and coordinate updates with production.

Skills

Customer service

Team leadership

Communication

Organization

Education

High school diploma

Associate degree

Tools

Epicor ERP

CRM software

Microsoft Office

Job description

VMC Group is seeking a Customer Service Supervisor in Houston to lead our service team and ensure top-tier support for HVAC customers. You will oversee daily operations, coordinate with Quality, Engineering and Manufacturing, and drive timely responses to inquiries to maintain strong customer relationships.

The role emphasizes data-driven management, escalation handling, and collaboration across departments to optimize order fulfillment and communication with clients.