Customer Service Team Lead — Elevate Support & Ops

Mitsubishi Chemical America; Morrisville (Bucks County); On-site; USD 45,460 - 61,992; Full time

Benefits offered by this job

Competitive benefits

Benefits begin day 1

Job summary

Gelest Inc. in the United States is seeking a Customer Service Team Lead to supervise daily operations, coordinate the team, and serve as the primary liaison between Gelest and its customers.

You will coach staff, manage escalations, drive process improvements, and ensure adherence to service standards while supporting business objectives. This fast-paced role offers hands-on leadership in customer service within a chemicals environment.

Qualifications

• Minimum high school diploma; some college in a technical discipline preferred.
• At least 5 years of related customer service experience, ideally chemicals.
• Experience in lead or mentoring roles is highly valued.

Responsibilities

• Oversee daily operations of the Customer Service team and coordinate workflow.
• Handle complex customer interactions and manage escalations.
• Coach and mentor staff on processes, systems, and best practices.
• Attract and support customers, answer product and order questions.
• Maintain customer accounts and process quotes, orders, and renewals.
• Collaborate with the Customer Service Manager to ensure service delivery.
• Prepare reports on customer satisfaction and identify process improvements.
• Identify opportunities to improve documentation and efficiency.
• Assist onboarding and training of new team members.

Skills

Leadership

Customer service

ERP systems

CRM systems

MS Office

Communication skills

Education

High school diploma

Chemistry background

Job description

Gelest Inc. in the United States is seeking a Customer Service Team Lead to supervise daily operations, coordinate the team, and serve as the primary liaison between Gelest and its customers.

You will coach staff, manage escalations, drive process improvements, and ensure adherence to service standards while supporting business objectives. This fast-paced role offers hands-on leadership in customer service within a chemicals environment.