Customer Service & Fulfillment Team Lead

SummaryThe Customer Service & Fulfillment Team Lead oversees the daily operations of Vytl Controls front-line service and order fulfillment team. This role ensures customers receive timely accurate responses to inquiries and seamless execution of order shipments returns and service requests. The Team Lead serves as both a working contributor and a people coachguiding team performance resolving escalations and driving process improvements that elevate the end-to-end customer a team of Customer Service and Fulfillment Specialists to deliver responsive high-quality support across phone email and ticket case and ticket queues to ensure inquiries complaints and service requests are resolved within defined escalations coordinate with technical logistics and order management teams to resolve complex a deep understanding of customer contracts delivery commitments and account-specific service order status and fulfillment performance to ensure on-time complete and damage-free with Logistics Order Entry and Production teams to prioritize urgent orders and resolve delivery or documentation fulfillment exceptions such as backorders expedited requests or credit the execution of returns RMAs and warranty processes with accurate documentation and train and develop team members to strengthen technical product knowledge communication skills and problem-solving daily team huddles share metrics and communicate priorities and process cross-training between customer service and fulfillment functions to ensure team flexibility and business a positive accountable team culture focused on customer outcomes and operational standardized processes for case handling documentation and order recurring issues and drive root cause correction in partnership with Quality CX Systems and and analyze KPIs such as response time resolution rate and fulfillment daily and weekly performance summaries to management and recommend continuous improvement Requirements & QualificationsEducation & ExperienceBachelors degree in Business Supply Chain or a related field preferred.35 years of experience in customer service logistics or fulfillment roles ideally in a manufacturing or industrial environment.12 years of experience in a team lead senior representative or supervisory & AbilitiesStrong customer empathy and problem-solving in managing competing priorities and time-sensitive knowledge of ERP and CRM systems (e.g. SAP NetSuite Salesforce) and Microsoft Office ability to coach mentor and engage team members to high verbal and written communication; capable of handling customer escalations professionally and Physical FunctionsLifting up to 25 poundsBending stooping ability to stand for extended periods of timeMust be able to travel and have a clear driving record in accordance to company driving guidelinesThis job description is intended to describe the general nature and level of the work being performed. This is not an exhaustive list of all duties and responsibilities. The company reserves the right to amend and change responsibilities to meet business and organizational needs as necessary