Customer Service Team Lead - Hybrid (North America)

Talentify; Sandy (UT); Hybrid; USD 65,000 - 95,000; Full time

Job summary

Graymont is seeking a Customer Service Supervisor to lead a North America CS team across multiple locations, ensuring world-class order management, dispatch, and issue resolution. You will report to the Customer Service Manager and drive process improvements to deliver service excellence aligned with company standards.

You will coach and develop CSRs, monitor KPIs, and collaborate with invoicing, sales, QA, and logistics to meet customer needs. This role is hybrid across US/Canada regions.

Qualifications

• 5-7 years’ experience in Customer Service, Inside Sales and Transportation.
• Expertise with JDE Order Management, Cognos, and office productivity tools.
• Proven leadership and coaching abilities.
• Strong communication and problem-solving skills.

Responsibilities

• Lead and develop a team of Customer Service Representatives across North America.
• Monitor KPIs, report monthly updates, and build team capability.
• Support the Customer Service Manager in implementing standards and processes with CSRs.
• Coordinate dispatch, orders, and carrier communications for timely delivery.
• Provide after-hours on-call coverage as needed.
• Collaborate cross-functionally with invoicing, account managers, QA, logistics.
• Serve as SME for assigned systems and update standard operating procedures.

Skills

Customer Service

Team Leadership

Operations Coordination

Cross-functional Collaboration

KPI Tracking

Tools

JDE Order Management

Cognos

MS Office

Salesforce

Graymont Portal

Job description

Graymont is seeking a Customer Service Supervisor to lead a North America CS team across multiple locations, ensuring world-class order management, dispatch, and issue resolution. You will report to the Customer Service Manager and drive process improvements to deliver service excellence aligned with company standards.

You will coach and develop CSRs, monitor KPIs, and collaborate with invoicing, sales, QA, and logistics to meet customer needs. This role is hybrid across US/Canada regions.