Customer Service Lead

Description

Job Title: Customer Service Lead

Status: Exempt

About Martin Inc.

Founded in 1934 and headquartered in Florence, AL, Martin offers a wide variety of products and services in Industrial, Safety, Integrated Supply and Fastening – all uniquely designed to help companies operate better. Martin is a member of Affiliated Distributors, the Industrial Supply Association, National Association of Wholesalers, the National Fasteners Distributor Association, and the Global Sourcing Alliance. For more information, visit www.martinsupply.com. 

Summary:

The Customer ServiceL ead at Martin is responsible for managing the customer service operations and leading a team of Customer Service Representatives (CSRs) to deliver exceptional service to key accounts. They oversee all aspects of customer interactions, build strong relationships, resolve issues, and ensure efficient order management. The Customer Service Lead collaborates with various departments to optimize customer satisfaction and contribute to the company's success.

Key Responsibilities:

• Lead and supervise a team of Customer Service Representatives, providing guidance, coaching, and performance feedback.
• Develop and implement customer service strategies and processes to enhance customer satisfaction and exceed service level expectations.
• Build and maintain strong relationships with key accounts, acting as the primary point of contact for their needs and concerns.
• Promptly address customer issues, inquiries, and complaints to ensure quick resolution and maintain customer loyalty.
• Coordinate with internal teams, such as sales, supply chain, and logistics, to ensure smooth order processing, timely delivery, and accurate invoicing.
• Oversee the preparation and tracking of quotes, ensuring accuracy, competitiveness, and adherence to company policies.
• Continuously evaluate and improve customer service procedures, systems, and tools to enhance efficiency and effectiveness.
• Analyze customer feedback, trends, and data to identify areas for improvement and implement appropriate solutions.
• Collaborate with cross-functional teams to develop and implement customer-focused initiatives, such as process enhancements or new service offerings.
• Stay updated on industry trends, customer expectations, and competitive landscape to inform strategic decisions and maintain a competitive edge.

Requirements

• Proven experience in a customer service management role, preferably within a similar industry.
• Strong leadership skills with the ability to motivate and develop a high-performing customer service team.
• Excellent communication and interpersonal skills to effectively interact with customers, internal teams, and senior management.
• Strong problem-solving and decision-making abilities to address complex customer issues and find effective resolutions.
• Proficiency in customer service software, CRM systems, and MS Office applications.
• Ability to analyze data, generate reports, and derive meaningful insights to drive performance improvements.
• Bachelor's degree in Business Administration, Marketing, or a related field is preferred.
• Demonstrated commitment to delivering exceptional customer service and exceeding customer expectations.

What makes Martin Different:

As a family-owned business, we prioritize our employees' well-being and understand the importance of work-life balance. Some of our benefits that set us apart are: 

• Our low-cost, low-deductible individual and family healthcare plans 
• 8 paid holidays 
• Weekly Pay 

Benefits:

• 401(k) 
• Dental insurance 
• Employee assistance program 
• Health insurance 
• Life insurance 
• Paid time off 
• Referral program 
• Tuition reimbursement 
• Vision insurance

Schedule:

Full-time

Monday - Friday

7:30 a.m. - 4:30 p.m.

No weekends