Customer Service Team Lead

Summary Description

The Customer Service Team Lead is a dynamic, solutions-oriented leader who guides and supports our Customer Service Representatives in delivering world-class experiences. This leader is a highly organized, customer-focused, hands-on motivational leader who loves solving problems, and is energized by coaching others to succeed. Must be comfortable working in a fast-paced, team-oriented environment.

The ideal candidate will bring a strong track record of customer-centric leadership, thrive in a fast-paced manufacturing environment, and take pride in continuous process improvement and team development.

Essential Duties

Essential duties should be interpreted to be descriptive in nature.  Other duties may be assigned as needed.

• Team Leadership & Coaching:
• Mentor and support a team of Customer Service Representatives (CSRs).
• Serve as a first line of support for escalations and complex order management issues.
• Conduct regular training and feedback sessions to promote service excellence.

Customer Experience:

• Ensure timely and accurate order entry, issue resolution, and communication with customers.
• Partner with Sales, Logistics, and Production teams to resolve customer concerns proactively.
• Champion Kingspan’s customer-first culture in every interaction.
• Process & Performance Management:
• Monitor customer service metrics and drive improvements in key performance indicators (KPIs).
• Identify gaps in service delivery and lead initiatives to enhance efficiency and accuracy.
• Standardize policies and procedures, document best practices.

Systems & Reporting:

• Leverage ERP/CRM systems to manage order workflows and generate service reports.
• Ensure data integrity and accuracy in all customer service transactions.
• Analyze data to improve service quality and customer satisfaction.

Additional responsibilities include, but are not limited to:

• Perform all work in a safe manner; promotes and fosters a safe work environment.
• Collaborate with internal teams to help facilitate on-time order delivery and support the overall sales strategy.
• Work with Director of Sales Operations to set Sales Support / Customer Service team KPIs.
• Act as a member of the Customer Experience (CX) Team for KINA.
• Work alongside the finance and master data team to triage issues in SAP for accurate and timely order entry needs.

Skills, Knowledge & Abilities

Education and/or Experience: Bachelors’ degree from an accredited university plus 5+ years of customer service experience, with at least 2 years in a team lead or supervisory role or any equivalent combination of education and experience that provides the above knowledge, skills and abilities.  Experience with a CRM system such as Microsoft Dynamics or Salesforce and an ERP (Enterprise Resource Planning) system such as SAP preferred.

Experience in the construction / building materials industry highly preferred.

Previous leadership experience of at least 2 years required.

Must Have:

• Proficiency with computer skills to include Word, Excel, PowerPoint, Outlook.
• Strong communication skills, strong interpersonal skills, the ability to problem solve and deal with people at multiple organizational levels both inside and outside the site
• Strong analytical capability – understands how to graphically represent data in the clearest possible way.
• Strong organizational skills, ability to prioritize and multi-task.
• Positive attitude.

Must Be Able To:

• Work independently and manage a team.
• Set and manage multiple priorities.
• Follow directions and be a team player.

Language Skills: Ability to read and interpret documents such as operating instructions, and procedure manuals.  Ability to write routine reports and correspondence. Must be able to communicate orally and written in English.

Mathematical Skills: Ability to calculate figures by using basic math skills (add, subtract, multiply and divide). 

Reasoning Skills: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Competencies: Manager of Others

Aligning Performance for Success 

Focusing and managing individual performance by helping others set performance goals/objectives, and then tracking results and continually evaluating performance effectiveness.  Aligning Performance for Success supports our business drivers of Building a High-Performance Culture and Increasing Global Focus.  

Building Influential Partnerships

Leveraging relationships with internal and external partners to persuade key stakeholders to take action that will address customers’ needs and advance business objectives. Building Influential Partnership supports our business driver of Executing a Competitive Strategy. 

Customer Focus

Ensuring that the internal or external customer’s perspective is a driving force behind strategic priorities, business decisions, organizational processes, and individual activities; crafting and implementing service practices that meet customers’ and own organization’s needs; promoting and operationalizing customer service as a value. Customer Focus supports our business driver of Increasing Profitable Revenue Production. 
Decision Making 

Identifying and understanding challenges and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choosing the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions; taking action that is consistent with facts and optimizes probable consequences. Decision Making supports our business driver of Driving Efficiency. 

High-Impact Communication

Clearly and succinctly conveying information and ideas to individuals and groups in a variety of situations; communicating in a focused and compelling way that influences others’ thoughts and actions. High-Impact Communication supports our business drivers of Building a High-Performance Culture, Increasing Financial Performance, Increasing Global Focus, Executing a Competitive Strategy and Driving Efficiency. 

Leading a Culture of Trust & Integrity 

Fostering a work environment that encourages people to act with integrity and treat each other and their ideas with respect; creating and protecting a high-trust environment by setting an example, advocating for others in the face of challenges, removing barriers, and rewarding others for demonstrating behaviors that cultivate trust. Leading a Culture of Trust and Integrity supports our business driver of Building a High-Performance Culture. 

Health & Safety

The ability to effectively oversee, implement, and promote health and safety practices within a designated area or team. Individuals with this competency are responsible for ensuring the well-being of employees by creating and maintaining a safe and secure work environment. This includes the application of relevant regulations, the development of preventive measures, and the fostering of a culture that prioritizes health and safety.   

All employees have the following compliance obligations:  

• Remain compliant with the Code of Conduct and Policies which includes the Product Compliance Policy.
• Ensure that all duties related to product compliance are adhered to in accordance with the Product Compliance Policy, Laws, Regulations, and markets demands.
• Responsible for all tasks to achieve compliance goals and demands of Compliance Management System.
• Must raise concerns related to the Compliance Management System to their supervisor, manager, any member of the Leadership Team, or through the confidential whistle blower service.