Customer Service Lead

Career at item –  

Join item, the global leader in modular systems for industrial applications. Our award-winning building kit system enhances efficiency, ergonomics, and safety across industries. We empower engineers to push boundaries and bring creative ideas to life with innovative aluminum profile solutions. At item, we inspire limitless possibilities—add your dimension with us!

Job Duties:

• Develop and execute strategies to improve customer service and logistics efficiency.
• Manage all customer touchpoints (phone, email, in-person) to ensure consistent, positive experiences.
• Map the customer journey to identify critical touchpoints and improvement opportunities.
• Address and resolve customer issues promptly; serve as primary contact for all order-related problems.
• Set clear customer expectations and maintain strong relationships to understand needs and expectations.
• Monitor, analyze, and act on customer feedback to improve processes, policies, and procedures.
• Collaborate with sales, marketing, procurement, inventory, and operations teams to align service and logistics strategies with business objectives.
• Oversee the entire order fulfillment process from receipt to delivery, including daily tracking and reporting of late, at-risk, and priority orders.
• Track, manage, and report on customer complaints; evaluate whether procedural changes improve satisfaction.
• Prepare and present regular performance reports and KPIs to senior management.
• Stay updated on industry trends and best practices to drive continuous improvement.

• Proven experience in customer service, preferably in a B2B environment.
• Ability to work in a high paced team environment.
• Continuous improvement focus.
• Excellent communication and interpersonal skills.
• Proficiency in CRM software and customer service tools.