Customer Service Lead/Client Service Coordinator

Position Summary:

The Customer Service Lead serves as a key link between customers, sales, and operations. This is a hands-on role within a small team environment, working closely with one other team member. The position is focused on execution and ownership of day-to-day order flow rather than managing a large team. This role supports and manages orders from quote through shipment, ensuring accuracy, communication, and follow-through in a fast-paced specialty metals environment. The position requires attention to detail and comfort working with technical product specifications such as alloys, tempers, gauges, and coil processing requirements.

Key Responsibilities

Customer & Sales Support

• Serve as the primary point of contact for assigned customer accounts

• Enter and manage sales orders, change orders, and order acknowledgements • Schedule new order processing time in the slitting schedule

• Monitor customer web-based release systems as required

• Provide order status updates, lead times, and shipment details including ASN’s

• Support sales with processing RFQs, quotes, pricing updates, and documentation

• Resolve customer issues proactively and professionally

Order Management & Coordination

• Review customer purchase orders for accuracy and completeness

• Confirm material specifications including alloy, temper, gauge, width, finish, and tolerances

• Coordinate processing requirements such as slitting and packaging • Work with production, purchasing, and logistics to meet delivery requirements

• Track orders through production and shipment to ensure on-time delivery

Documentation & Internal Communication

• Track and report new customer delivery performance monthly

• Initiate and complete sales portion of APQP’s

• Compile and present company sales performance results quarterly

• Maintain and revise sales work instructions as necessary

• Maintain accurate customer records, pricing, and order history in Beehive

• Ensure compliance with customer requirements, certifications, and traceability including CMRT, REACH, and RoHS

• Communicate priorities, rush orders, and changes internally

• Escalate potential issues early to minimize customer impact

• Prepare USMCA and Certificate of Origin documents

Qualifications & Skills

• 3–5 years of customer service or order management experience
• Experience in metals, manufacturing, automotive, or industrial distribution preferred
• Familiarity with flat rolled coil products, gauges, alloys, and processing is a plus
• Strong attention to detail and organizational skills
• Ability to manage multiple priorities in a fast-paced environment
• Ability to calculate coil weights, tolerances, and perform metric to English measurement conversions
• Proficiency with ERP systems and Microsoft Office, especially Excel and PowerPoint
• Strong written and verbal communication skills

Preferred Attributes

• Customer-focused mindset with strong follow-through

• Problem solver who takes ownership of issues

• Team-oriented and collaborative

• Willingness to learn technical products and processes

What We Offer

• Stable, family-owned business environment
• Competitive compensation based on experience
• Health (company pays 90% of yours/50% of your dependents premiums or 65% of yours and 45%
• dependents premiums depending on the plan you choose), retirement, bonus and paid time off
• benefits
• Strong team environment with opportunity for growth and increased responsibility over time