On-site Customer Service Team Lead – Elevate Support

Wieland Group; Lima (OH); On-site; USD 52,000 - 68,000; Full time

Job summary

Wieland Group in Lima, Ohio is seeking a Customer Service Team Lead to guide the CSR team and ensure high-quality service. You will act as first-level escalation, coach CSRs, monitor performance, and partner with management on process improvements.

The role is on-site in Lima and requires leadership experience, strong communication, and a track record of customer issue resolution. Join Wieland to contribute to a values-driven, diverse, and safety-focused culture.

Qualifications

• Requires strong customer service and issue resolution abilities.
• Excellent communication and collaboration skills.
• Proven leadership and team coaching experience.
• Experience with ERP/MRP systems and Microsoft Office.

Responsibilities

• Lead daily workflow prioritization and workload balancing for the CSR team.
• Serve as first-level escalation for customer or internal issues.
• Coach, train, and support CSRs on systems and processes.
• Monitor service levels, responsiveness, and quality standards.
• Support onboarding and cross-training of new team members.
• Partner with management on capacity planning and process improvements.

Skills

Customer issue resolution

Communication skills

Team leadership

Cross-functional coordination

Problem solving

Time management

Adaptability

Attention to detail

Coaching

Education

High school diploma

Associate's degree or higher

Tools

Microsoft Office

ERP/MRP systems

Job description

Wieland Group in Lima, Ohio is seeking a Customer Service Team Lead to guide the CSR team and ensure high-quality service. You will act as first-level escalation, coach CSRs, monitor performance, and partner with management on process improvements.

The role is on-site in Lima and requires leadership experience, strong communication, and a track record of customer issue resolution. Join Wieland to contribute to a values-driven, diverse, and safety-focused culture.