Customer Service Team Lead

CompanyBox is looking for Customer Service Representative to join our growing team. Responsible for managing incoming calls and handling customer service inquiries while generating sales leads that develop into new customers. Ability to identify and assess customers’ needs to achieve satisfaction.

Compensation commensurate with experience

• Respond to customer inquiries by phone, email, and chat in a professional and timely manner.
• Receive, process, and track assigned orders according to established department procedures. Consult with various internal departments to ensure order completeness and on-time delivery.
• Manage assigned house accounts and build positive, long-term customer relationships.
• Coordinate with design, sales, production, scheduling, and shipping to confirm order requirements, production timelines, delivery dates, and changes.
• Investigate and resolve customer concerns, complaints, and difficult situations using sound judgment and appropriate follow-through.
• Identify customer needs and opportunities for additional products or services.
• Train and support new and existing customer service representatives by providing guidance on procedures, systems, and customer situations.
• Serve as a primary resource for Amtech and HubSpot training, questions, and issue resolution.
• Monitor workflow and help prioritize team responsibilities to support service levels and on-time completion.
• Recommend process improvements that increase department efficiency, accuracy, and customer satisfaction.
• Follow up on completed orders as needed and perform other duties as assigned.

Qualifications:

• High school diploma or equivalent required; bachelor’s degree preferred.
• At least two years of customer service, account management, or order-processing experience required.
• Prior team lead, training, or coaching experience preferred.
• Corrugated packaging, printing, manufacturing, or related industry experience preferred.
• Experience with ERP and CRM systems preferred; Amtech and HubSpot experience is a plus.

Skills/Knowledge:

• Strong customer service, communication, active listening, and conflict-resolution skills.
• Ability to lead by example, coach others, and remain approachable and receptive to input.
• Strong organization, attention to detail, time management, and follow-through.
• Ability to work independently, use sound judgment, take initiative, and drive issues to resolution.
• Ability to manage multiple priorities in a fast-paced, changing environment.
• Working knowledge of Microsoft Office and the ability to learn order-management, CRM, and production systems.
• Collaborative mindset with the ability to work effectively across departments.

Job Type: Full-time

Pay: $25.00 - $35.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Customer service: 2 years (Required)

Work Location: In person