CX & Quotations Lead

Ameron Pole Products, LLC; Anniston (AL); On-site; USD 55,000 - 75,000; Full time

Job summary

Ameron Pole Products, LLC is seeking a Customer Service Team Lead to manage a multi-channel support group in Anniston, Alabama. You will coach reps, set KPIs, and drive improvements in service and customer experience.

Applicants should have a bachelor's degree and 3–5+ years in customer service, including leadership. Knowledge of Oracle ERP and CRM platforms is preferred. This is a full-time, on-site role with a focus on efficiency and quality.

Qualifications

• Bachelor’s degree in Business Administration, Communications, or related field.
• 3–5+ years in customer service with 1–2 years in a leadership role.
• Strong leadership, communication, and conflict resolution skills.
• Experience with ERP systems (Oracle) and CRM platforms.
• Ability to analyze performance metrics and drive improvements.

Responsibilities

• Lead, coach, and manage a team of customer service and quotations reps.
• Monitor team performance, set KPIs, and provide feedback.
• Develop and implement customer service policies and procedures.
• Handle escalated customer complaints and ensure resolution.
• Analyze service metrics and implement improvements.
• Collaborate with Sales, Engineering, and Operations.
• Ensure consistent communication across support channels.
• Train and onboard new customer service staff.
• Identify opportunities to improve CX and efficiency.
• Prepare reports on service performance for senior management.

Skills

Leadership

Communication

Conflict resolution

Team coaching

Education

Bachelor's degree in Business Administration or Communications

Tools

Oracle ERP

CRM platforms

Job description

Ameron Pole Products, LLC is seeking a Customer Service Team Lead to manage a multi-channel support group in Anniston, Alabama. You will coach reps, set KPIs, and drive improvements in service and customer experience.

Applicants should have a bachelor's degree and 3–5+ years in customer service, including leadership. Knowledge of Oracle ERP and CRM platforms is preferred. This is a full-time, on-site role with a focus on efficiency and quality.