Customer Service Lead Job at Robert Half (Grand Rapids)

Job Description

We are looking for a Customer Service Lead to guide daily support operations for a growing machinery manufacturing organization. This contract opportunity with potential for a permanent role is ideal for a hands-on leader who can balance team oversight, customer issue resolution, and service performance in a high-volume environment. The person in this role will help strengthen service quality, coach representatives and external partners, and coordinate closely with internal teams to keep customer-facing processes running smoothly.

Job Responsibility

Direct the day-to-day work of customer service representatives and third-party support partners, fostering accountability and strong service results
Oversee inbound service activity across multiple queues, adjusting priorities and resources to maintain timely response levels
Resolve complex customer concerns with professionalism, including issues that require escalation beyond the frontline team
Provide ongoing coaching through team huddles, one-on-one meetings, and formal feedback discussions to improve performance and consistency
Track service metrics and queue performance, using data to identify trends and support achievement of service targets
Contribute to onboarding and continuous training efforts covering products, procedures, and customer interaction standards
Help document and refine department processes, including standard operating procedures and other service workflows
Support operational tasks such as returns coordination, warranty claim administration, order review activities, and product liability case follow-up
Partner with cross-functional teams on projects, website listing updates, service partner system training, and departmental reporting needs

Requirements

Bachelor’s degree or at least 4 years of relevant experience in customer service, call center leadership, or a related function
Demonstrated ability to lead teams in a fast-paced service environment while managing overlapping priorities and deadlines
Strong verbal and written communication skills, with confidence handling difficult customer interactions and escalations
Comfort working across multiple systems at once, including call center platforms, business applications, and Microsoft Office tools
Ability to interpret service data and performance metrics to support process improvement and team development
Solid problem-solving, conflict-resolution, and organizational skills with close attention to accuracy and detail
Flexibility to collaborate closely with others, take initiative independently, and work occasional evening or weekend hours when needed

What we offer

Medical, vision, dental, and life and disability insurance
Company 401(k) plan

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