Customer Service Lead

Description

Customer Service Lead

Coxsackie, NY | Contract Opportunity

Are you a customer service professional who loves creating order from chaos, improving processes, and leading by example? We're partnering with a growing manufacturing organization in Coxsackie, NY seeking a Customer Service Lead who can elevate the customer experience while helping shape the future of the department.

This is more than a traditional customer service role. You'll serve as a key resource for customers, collaborate across multiple departments, streamline processes, develop standard operating procedures, and help build a customer service function that is efficient, responsive, and best-in-class. If you're someone who thrives in a fast-paced environment, enjoys solving problems, and is excited by the opportunity to make a lasting impact, we'd love to hear from you.

What You'll Be Doing

Lead Process Improvement & Team Development

• Develop and maintain Standard Operating Procedures (SOPs) to create consistency, efficiency, and scalability.
• Evaluate and modernize current customer service processes, workflows, and strategies.
• Identify opportunities for continuous improvement and implement solutions that enhance service quality and operational performance.
• Help establish best practices and support the ongoing growth of the customer service function.

Deliver an Exceptional Customer Experience

• Become a trusted product resource and assist customers with product applications, order quantities, and related inquiries.
• Respond promptly and professionally to customer requests while ensuring a high level of service and satisfaction.
• Manage customer orders from entry through fulfillment, verifying pricing, shipping instructions, warehouse selection, and delivery requirements.
• Prepare quotations, samples, and other customer requests accurately and efficiently.

Drive Operational Excellence

• Partner closely with sales, operations, production, shipping, and warehouse teams to ensure customer expectations are met.
• Monitor daily customer service and shipping activity, proactively identifying and resolving issues.
• Track customer concerns, order discrepancies, and service trends while maintaining detailed documentation.
• Ensure accuracy, accountability, and responsiveness across all customer-facing processes.

Requirements

• 3+ years of customer service experience, preferably within manufacturing, logistics, supply chain, order processing, or call center environments.
• Proven ability to improve processes, build procedures, and contribute to departmental efficiency.
• Strong communication skills with the ability to build positive relationships internally and externally.
• Exceptional organization, time management, and multitasking abilities.
• High attention to detail with a commitment to accuracy and quality.
• Proficiency with Microsoft Office, particularly Excel.
• Experience with CRM systems and Windows-based platforms.
• Comfortable working collaboratively, accepting feedback, and contributing to a team-oriented culture.
• Experience with Microsoft Dynamics CRM, order entry, shipping coordination, or logistics support is a plus.

TalentMatch®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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