Lead Customer Support - Elevate Service & Ops

Engineered Corrosion Solutions, LLC; Maryland Heights (MO); In loco; USD 59.000 - 72.000; Tempo pieno

Descrizione del lavoro

Engineered Corrosion Solutions, LLC is seeking a Team Lead, Customer Support for our on-site operations in St. Louis, MO. You will lead the support team, manage orders (including international), and ensure outstanding customer service through multi-channel interactions.

The role requires 3+ years in customer service, 1+ year in team leadership, and strong troubleshooting using technical drawings. Proficiency in Salesforce and MS Office is expected.

Competenze

• High school diploma or equivalent.
• Minimum of three years of customer service experience.
• At least one year of customer service team leadership experience, coaching, mentoring and developing customer-focused team members.
• Knowledge of A/C and D/C electrical systems.
• Ability to comprehend and troubleshoot using mechanical drawings, wiring schematics and technical documentation.
• Excellent verbal and written communication skills.
• Strong organizational and time management abilities.
• Proactive, problem-solving mindset and strong decision-making skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Outlook and Microsoft Word.
• Experience working with reports, dashboards, and customer data systems.
• Experience with Salesforce CRM is preferred.

Mansioni

• Lead and support the Customer Support team to ensure a high level of service and responsiveness.
• Monitor team performance and identify opportunities to improve processes and service levels.
• Process customer orders from quote through completion, including international orders.
• Respond to customer requests through phone, email, chat, and virtual meetings.
• Serve as a primary point of contact for customer inquiries and escalations.
• Support troubleshooting, root cause analysis, and customer issue resolution.
• Partner with Sales, Engineering, Production, and Field Service teams to address customer needs and resolve issues.
• Maintain accurate customer records and case information within Salesforce.
• Ensure adequate coverage for customer support functions and provide backup support when needed.
• Help train and onboard new team members.
• Contribute to continuous improvement initiatives that enhance the customer experience.
• Participates in on-call rotation every 4-6 weeks.

Conoscenze

Customer service experience

Customer service leadership

Electrical systems knowledge

Reading mechanical drawings/wiring

Communication skills

Organization & time management

Problem solving/decisiveness

Multitasking in fast-paced env

MS Outlook & Word

Reports/Dashboards/Customer data

Formazione

High school diploma or equivalent

Strumenti

Salesforce CRM

RingCentral

Descrizione del lavoro

Engineered Corrosion Solutions, LLC is seeking a Team Lead, Customer Support for our on-site operations in St. Louis, MO. You will lead the support team, manage orders (including international), and ensure outstanding customer service through multi-channel interactions.

The role requires 3+ years in customer service, 1+ year in team leadership, and strong troubleshooting using technical drawings. Proficiency in Salesforce and MS Office is expected.