Customer Service Team Lead

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    "datePosted": "2026-06-17T04:00:00.000Z",
    "description": "<h2>Overview</h2>\n<p><em><strong>Wieland - Creating Value for Generations!</strong></em></p>\n<p> </p>\n<p>Wieland is a global leader in copper and copper alloy manufacturing, processing, and distribution. We provide a large product and service portfolio including power, automotive, ammunition, coinage, construction materials, refrigeration, electronics and many other industries. To us, metal is more than material.</p>\n<p> </p>\n<p><strong>Wieland's Cultural Values</strong></p>\n<p>Wieland’s culture is what makes for a fun and rewarding place to work! As a company, we benefit daily from our employees' knowledge and abilities. With our cultural vision, we place our core values at the heart of everything we do: <strong>safety</strong>, <strong>ambition</strong>, <strong>optimism</strong>, <strong>reliability</strong>, <strong>ownership</strong>, <strong>diversity</strong>, & <strong>respect</strong>.</p>\n<p> </p>\n<p>Wieland is hiring a <strong>Customer Service Team Lead</strong>. The Customer Service Team Lead will be responsible for providing day-to-day leadership, coordination, and coaching for the CSR team while continuing to support customer accounts or advanced CSR responsibilities. Acts as a first point of escalation and a liaison between the team and management. This role is located in <strong>Lima, Ohio </strong>and will be fully on-site. </p>\n<h2>Responsibilities</h2>\n<p><strong>Customer Service Team Lead Responsibilities:</strong></p>\n<ul>\n <li>Lead daily workflow prioritization and workload balancing for the CSR team</li>\n <li>Serve as first-level escalation for customer or internal issues</li>\n <li>Coach, train, and support CSRs on systems, processes, and customer interactions</li>\n <li>Monitor service levels, responsiveness, and quality standards</li>\n <li>Support onboarding and cross-training of new team members</li>\n <li>Partner with management on capacity planning and process improvement initiatives</li>\n <li>Continue to perform CSR duties as assigned</li>\n <li>Mentor lower-level CSRs informally</li>\n <li>Provide coverage support for other CSRs as assigned</li>\n <li>Monitor individual and team performance against service level agreements, quality standards, and productivity metrics</li>\n <li>Provide ongoing coaching, feedback, and corrective guidance</li>\n <li>Participate in hiring, onboarding, training, and performance management </li>\n <li>Escalate attendance, conduct, and performance issues in accordance with company policy</li>\n <li>Escalate risks, performance concerns, and resource needs proactively</li>\n <li>Oversee scheduling, workload distribution, and queue management </li>\n <li>Ensure consistent application of policies, procedures, and customer service standards</li>\n <li>Review customer interactions for quality, professionalism, and compliance </li>\n <li>Identify recurring service issues, trends, or training gaps </li>\n <li>Communicate operational priorities, updates, and expectations to the team </li>\n <li>Act as a liaison between CSRs and CSR Management </li>\n <li>Support cross functional coordination with Operations, HR, and other departments as needed</li>\n <li>Approves daily operational decisions within defined guidelines </li>\n <li>Escalates policy exceptions and strategic decisions to the CSR Manager</li>\n</ul>\n<p><strong>Customer Service Team Lead Qualifications:</strong></p>\n<ul>\n <li>High school diploma or equivalent required</li>\n <li>Associate’s or higher preferred</li>\n <li>Advanced CSR Experience (2 years)</li>\n <li>Proficient / Basic Computer Skills (Microsoft Suite) </li>\n <li>ERP / MRP System Proficiency</li>\n <li>Strong customer issue resolution and prioritization skills</li>\n <li>Strong communication and collaboration skills</li>\n <li>Quality Awareness</li>\n <li>Problem Solving and Root Cause Analysis</li>\n <li>Cross-functional Coordination</li>\n <li>Excellent Communication Skills</li>\n <li>Continuous Improvement Mindset</li>\n <li>Excellent Time Management and Adaptability </li>\n <li>Attention to Detail and Accountability </li>\n <li>Ability to lead and guide Team members</li>\n</ul>\n<h2>Qualifications</h2>\n<p><strong>Joining Wieland’s team gives you…</strong></p>\n<p> </p>\n<p><em> </em></p>\n<p></p>\n<p> </p>\n<p> </p>\n<p>Wieland is an <strong>equal opportunity and affirmative action employer</strong>. We celebrate diversity and are committed to fostering an inclusive environment for all employees.   Come join Wieland today and help us continue to build a global corporation we are all proud to belong to.</p>",
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