The Gill Corporation · 2 months ago
Customer Service Representative Lead
El Monte, CA
Full-time
Onsite
Senior Level
$81K/yr - $97K/yr
5+ years expThe Gill Corporation is one of the world's largest manufacturers of honeycomb and high performance floor panels. The Customer Service Lead is responsible for overseeing major accounts, ensuring inquiries and order processing meet customer expectations, and leading the Customer Service team to deliver high quality customer experiences.
CommercialManufacturingSales
Responsibilities
Serve as the backup to the Customer Service Manager when they are unavailable
Lead and manage major programs by coordinating daily activities of the Customer Service team
Provide daily direction and support to ensure inquiries are handled in a timely, efficient, and knowledgeable manner
Monitor and manage open orders to ensure timely processing and delivery in line with service level agreements and customer expectations; troubleshoot and escalate issues as needed
Evaluate current processes and procedures, recommending improvements to enhance efficiency and service quality for both internal and external customers
Partner with the Customer Service Manager to track, analyze, and report on departmental metrics and KPIs
Collaborate with cross-functional departments (e.g., Planning, Quality, Sales, Shipping) to resolve customer issues and drive continuous improvement initiatives
Participate in the hiring, training, mentoring, and development of Customer Service Representatives
Review customer demand trends, monitor lost business data, and work with the Sales team to identify growth opportunities
Administer the customer complaint process, ensuring timely follow-up and communication of corrective/preventive actions to the customer
Support additional projects and duties as assigned by the Customer Service Manager
Assist with onboarding and training of new hires
Other essential duties may be assigned
Qualification
Required
Bachelor's degree preferred. Minimum requirement of High School Diploma
Minimum 5 years' customer service experience, preferably in a manufacturing or aerospace environment
Strong written and verbal communications skills
Proficient with MS Office (Excel, Word, PowerPoint, Outlook)
Ability to prioritize and multitask effectively in a fast-paced, dynamic setting
Demonstrated leadership, mentoring, and team-building abilities
Strong problem-solving and organizational skills with attention to detail
Comfortable implementing process changes and coaching others through transitions
Experience with electronic record keeping and order tracking systems
Prefer experience in the aerospace industry and/or knowledge of composites materials and technologies
Company
The Gill Corporation
The Gill Corporation is a manufacturer company of composite products for the aerospace, marine, and recreation industries.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Janet Caldwell
Chief Financial Officer
Ken Eme
COO
Recent News
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