Lead Customer Service Partner- Parts & Equipment

Job Description

Shift:    Morning

The Customer Service Lead serves as a key member of the Customer Experience team, supporting the Parts & Equipment Supervisor and team members to ensure exceptional service delivery. This role helps reduce customer effort by efficiently managing quotes, orders, and inquiries while acting as the first point of escalation for team questions. The Customer Service Lead also plays an important part in sharing information, supporting team workflow, and contributing to continuous improvement across the department.

Key Responsibilities
•    Serve as the first point of escalation for Customer Experience Partners (CXPs), offering clear guidance and supportive problem solving.
•    Work independently within established processes and suggest improvements when beneficial.
•    Act as a subject matter expert in order management, supporting team members with process questions and best practices.
•    Plan, prioritize, and balance team workload daily to ensure timely completion of tasks, especially during planned or unexpected absences.
•    Foster an inclusive and comfortable team environment, engaging effectively with individuals from diverse backgrounds.
•    Coach and guide team members, helping them understand shared goals, procedures, and expectations.
•    Ensure accuracy and efficiency when processing orders and handling customer queries.
•    Maintain clear and accessible documentation, ensuring records are correct and organized.
•    Analyze and manage complex or conflicting information, using existing procedures and sound judgment to resolve issues.
•    Monitor team channels—phones, reports, inboxes—and share important updates or concerns with the supervisor.
•    Develop leadership capabilities, gradually taking on more advanced responsibilities and supporting the supervisor as needed.

Qualifications

Core Skills
•    Strong communication skills with the ability to engage comfortably with diverse groups.
•    Problem solving ability, especially when facing complex or unclear situations.
•    Organizational and prioritization skills, with the ability to manage shifting workloads.
•    Attention to detail to ensure accuracy in orders, documentation, and customer communications.
•    Customer centric mindset focused on reducing customer effort and improving the service experience.
•    Process knowledge, particularly in order management or similar workflow environments.
•    Coaching and guidance, supporting colleagues in understanding processes and improving performance.
•    Adaptability, able to work independently while navigating changes in volume, tasks, or priorities.
•    Collaboration, working effectively across teams and departments.

Preferred Attributes
•    Comfortable making decisions based on existing guidelines and precedents.
•    Proactive approach to identifying and recommending improvements.
•    Commitment to continuous learning and leadership development.

Benefits and Perks
401(k)
401(k) matching
Dental insurance
Disability insurance
Employee assistance program
Employee discounts
Flexible spending account
Health insurance
Life insurance
Paid elder care
Paid time off
Parental leave
Professional development assistance
Retirement plan
Tuition reimbursement
Vision insurance