Customer Service Lead

Customer Service Lead

Reports to: Director of Sales

Position Summary

The Customer Service Lead serves as a key connection between our customers and Transwall, helping ensure every interaction is responsive, helpful, and professional. This position works directly with customers to understand their needs, answer questions, coordinate solutions, and provide support throughout the sales and service process.

The ideal candidate enjoys building relationships, solving problems, and collaborating with internal teams to create a seamless customer experience.

Customer Experience & Support

• Serve as a primary point of contact for customer inquiries, requests, and service needs.


• Build strong customer relationships through responsive, knowledgeable, and professional communication.


• Assist customers with product, order, service, and account-related questions.


• Follow customer requests through to resolution and ensure timely communication along the way.


• Identify opportunities to improve the customer experience and make it easier to do business with Transwall.

Sales & Customer Solutions

• Respond to inbound customer and sales inquiries and connect customers with the appropriate resources.


• Support the sales process through quotations, change orders, and customer follow-up.


• Support house accounts, repeat business, service sales, and other customer opportunities.


• Proactively reconnect with inactive and existing customers to identify additional needs and opportunities.


• Ensure leads and customer opportunities receive timely and consistent follow-up

Customer Solutions & Coordination

• Coordinate customer requests from initial contact through completion and billing, providing clear communication regarding scheduling, status, and next steps.


• Support service contracts and preventative maintenance agreements while working with internal teams to resolve customer questions and concerns.


• Maintain accurate customer, contact, account, and opportunity information in HubSpot, including customer interactions and follow-up activities.


• Partner with Sales, Finance, Operations, Production, and Service to ensure customer needs are communicated and addressed effectively.


• Identify opportunities to streamline customer-facing processes and improve the overall customer experience.


• Contribute ideas that strengthen customer satisfaction, retention, and service.

Qualifications

• 5–10 years of experience in customer service, customer operations, inside sales, commercial operations, or a related field.


• Experience in manufacturing or construction products is preferred.


• Strong communication and relationship-building skills with a customer-first mindset.


• Experience with HubSpot, CRM management, reporting, and process improvement.


• Ability to collaborate across departments and turn customer needs into action.

Transwall is an Equal Opportunity Employer

Transwall Office Systems is an equal opportunity employer, dedicated to fostering a work environment that supports, inspires, and respects all individuals. Our personnel practices are merit-based and applied without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or any other protected characteristic.