Customer Service Team Lead - On-Site Leadership & Coaching

Wieland Small Tube Products; Lima (OH); On-site; USD 55,000 - 80,000; Full time

Job summary

Wieland in Lima, Ohio is seeking a Customer Service Team Lead to manage the CSR team on-site, drive daily workflows, and escalate customer issues. The role emphasizes coaching CSRs, improving processes, and ensuring high service levels within a dynamic manufacturing environment.

Ideal candidates bring 2+ years of advanced CSR experience, strong communication skills, and proficiency with ERP/MRP and MS Office tools to support cross-functional collaboration and continuous improvement.

Qualifications

• High school diploma or equivalent is required.
• Associate’s or higher degree preferred.
• 2+ years of advanced CSR experience.
• Proficient MS Office; ERP/MRP experience is expected.
• Strong communication and problem-solving abilities.

Responsibilities

• Lead daily CSR workflow and prioritize workloads.
• Serve as first-level escalation for customer or internal issues.
• Coach CSRs on systems, processes, and customer interactions.
• Monitor service levels, responsiveness, and quality.
• Partner with management on capacity planning and process improvements.
• Onboard and cross-train new team members.
• Escalate risks and performance concerns to CSR Manager.

Skills

Customer issue resolution

Prioritization

Cross-functional Coordination

Time management

Adaptability

Education

High school diploma or equivalent

Associate’s degree or higher preferred

Tools

Microsoft Office

ERP / MRP System

Job description

Wieland in Lima, Ohio is seeking a Customer Service Team Lead to manage the CSR team on-site, drive daily workflows, and escalate customer issues. The role emphasizes coaching CSRs, improving processes, and ensuring high service levels within a dynamic manufacturing environment.

Ideal candidates bring 2+ years of advanced CSR experience, strong communication skills, and proficiency with ERP/MRP and MS Office tools to support cross-functional collaboration and continuous improvement.