Customer Service Team Lead - Hybrid Ops & Growth

Lenze Americas Corporation; Uxbridge (MA); Hybrid; USD 73,000 - 85,000; Full time

Benefits offered by this job

Blue Cross Blue Shield Medical &Dental

FSA, HSA options

401k with company match

Paid Time Off

Company paid disability & AD&D

Parental leave

Tuition reimbursement

Flexible schedules

Relaxed environment

Job summary

Lenze Americas Corporation, based in Uxbridge, MA, seeks a Customer Service Supervisor to lead a team of about 10 specialists, manage order fulfillment, and partner with Sales, Operations, and Supply Chain to drive excellence and satisfaction.

You will coach staff, monitor metrics, ensure policy compliance, and contribute to continuous improvement while maintaining a customer-first culture.

Qualifications

• 3+ years of B2B customer service experience in manufacturing/industrial/technical environment
• 2+ years of experience leading a customer service team
• Strong communication and interpersonal skills across departments

Responsibilities

• Lead, coach, and mentor a team of Customer Service Specialists to deliver customer-focused results
• Oversee day-to-day customer service operations, ensuring timely responses and accurate order processing
• Monitor performance metrics (response times, order accuracy, productivity, turnaround times)
• Serve as escalation point for customer concerns and issues
• Ensure adherence to company policies and established processes
• Maintain and share process documentation and best practices
• Collaborate with Sales, Inside Sales, Operations, and Supply Chain to meet objectives
• Coordinate follow-up on inquiries, orders, and escalations for seamless service
• Support continuous improvement to elevate service levels and efficiency
• Lead by example with hands-on support when needed

Skills

Customer service leadership

Coaching

Communication

Organizational skills

Problem-solving

Cross-functional collaboration

Time management

Education

High school diploma or GED

Associate or bachelor’s degree preferred

Tools

ERP systems

CRM systems

Microsoft Office

Job description

Lenze Americas Corporation, based in Uxbridge, MA, seeks a Customer Service Supervisor to lead a team of about 10 specialists, manage order fulfillment, and partner with Sales, Operations, and Supply Chain to drive excellence and satisfaction.

You will coach staff, monitor metrics, ensure policy compliance, and contribute to continuous improvement while maintaining a customer-first culture.