CX Team Lead – Order Management & Customer Service

INLINE PLASTIC; Shelton (CT); On-site; USD 70,000 - 90,000; Full time

Job summary

Inline Plastics in Shelton, CT seeks a Customer Experience Team Supervisor to lead the Order Management team and ensure frontline service excellence.

You will coach OMRs, balance workloads, and work with Sales, Planning, Manufacturing, Logistics, Finance, and others to resolve issues and improve processes. A BA/BS and 5+ years in customer service leadership are preferred, with Epicor ERP experience and BI tooling advantageous.

Qualifications

• Bachelor’s degree or equivalent from a 4-year college/university or comparable work experience.
• Minimum 5 years of Customer Service Experience, Team Lead or Senior SME preferred.
• Experience with leading order management teams and managing large volumes of customer orders.
• Proficient in Microsoft Office (Excel and Outlook) and ERP systems (Epicor preferred).

Responsibilities

• Lead, coach, and develop the Order Management Representative (OMR) team to deliver consistent, high-quality customer service.
• Monitor daily order management activities and ensure customer inquiries and orders are completed within established service standards.
• Balance team workloads and account assignments to maintain efficient operations and service coverage.
• Develop and maintain cross-training and backup coverage to ensure continuity across the team.
• Monitor order fulfillment, inventory concerns, and customer service risks, partnering with the Senior CX Strategist and Operations as needed.
• Serve as the first point of escalation for customer service issues and support the team in resolving complex situations.
• Partner with Sales, Planning, Manufacturing, Distribution, Finance, and other departments to resolve customer issues and improve operational processes.
• Maintain and support CX standard operating procedures, training materials, and onboarding for new team members.
• Promote a collaborative, accountable, and customer-focused team environment aligned with Inline Plastics' values.

Skills

Order management

Team coaching

Cross-functional collaboration

Customer service leadership

Process improvement

MS Excel

Outlook

BI tools

Education

Bachelor's degree or equivalent

Tools

Epicor ERP

BI tools

Job description

Inline Plastics in Shelton, CT seeks a Customer Experience Team Supervisor to lead the Order Management team and ensure frontline service excellence.

You will coach OMRs, balance workloads, and work with Sales, Planning, Manufacturing, Logistics, Finance, and others to resolve issues and improve processes. A BA/BS and 5+ years in customer service leadership are preferred, with Epicor ERP experience and BI tooling advantageous.