Customer Service Lead

As a Customer Service Lead, your mission is to support the sustainable profitable growth of the company through exceptional customer service excellence, with focus on operational efficiency, quality, team development and collaboration, and customer satisfaction. You will report to the Technical Sales and Aftermarket Manager.

You will

• Execute the strategy and vision set forth by Aftersales leadership, ensuring alignment across customer service activities.
• Provide guidance and supprot to the Parts Order Administrators, helping resolve complex customer inquiries and operational issues.
• Develops, documents, and implements standard operating procedures and training materials to elevate departmental efficiency and consistency.
• Trains team members on new brands and products integrated into the Aftersales department, ensuring smooth operational transitions and consistent service excellence.
• Manages and optimizes the Zendesk customer service platform, proactively identifying and implementing improvements to enhance customer satisfaction and departments KPIs.

We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.

• You have 3-5 years of experience, working in a customer service role in a manufacturing or repair environment.
• Experience in planning and scheduling.
• Experience in developing and delivering training programs preferred.
• Previous experience working cross functionally with mutlipe departments to drive improvement initiatives preferred.
• Project management experience with proven success in leading initiatives or improvements from contept to implementation preferred.

• Culture of trust and accountability
• Lifelong learning and career growth
• Innovation powered by people
• Comprehensive compensation and benefits
• Health and well-being

This role offers a hybrid working arrangement, allowing you to split your time between working remotely and being on-site at our Industrial Flow North America office in Houston, TX USA.

Talent Acquisition Team: Marnie Young