Customer Service Team Lead

Wieland - Creating Value for Generations!

Wieland is a global leader in copper and copper alloy manufacturing processing and distribution. We provide a large product and service portfolio including power automotive ammunition coinage construction materials refrigeration electronics and many other industries. To us metal is more than material.

Wielands Cultural Values

Wielands culture is what makes for a fun and rewarding place to work! As a company we benefit daily from our employees knowledge and our cultural vision we place our core values at the heart of everything we do:safetyambitionoptimismreliabilityownershipdiversity &respect.

Wieland is hiring a Customer Service Team Lead. The Customer Service Team Lead will be responsible for providing day-to-day leadership coordination and coaching for the CSR team while continuing to support customer accounts or advanced CSR responsibilities. Acts as a first point of escalation and a liaison between the team and management. This role is located in Lima Ohio and will be fully on-site.

Customer Service Team Lead Responsibilities:

• Lead daily workflow prioritization and workload balancing for the CSR team
• Serve as first-level escalation for customer or internal issues
• Coach train and support CSRs on systems processes and customer interactions
• Monitor service levels responsiveness and quality standards
• Support onboarding and cross-training of new team members
• Partner with management on capacity planning and process improvement initiatives
• Continue to perform CSR duties as assigned
• Mentor lower-level CSRs informally
• Provide coverage support for other CSRs as assigned
• Monitor individual and team performance against service level agreements quality standards and productivity metrics
• Provide ongoing coaching feedback and corrective guidance
• Participate in hiring onboarding training and performance management
• Escalate attendance conduct and performance issues in accordance with company policy
• Escalate risks performance concerns and resource needs proactively
• Oversee scheduling workload distribution and queue management
• Ensure consistent application of policies procedures and customer service standards
• Review customer interactions for quality professionalism and compliance
• Identify recurring service issues trends or training gaps
• Communicate operational priorities updates and expectations to the team
• Act as a liaison between CSRs and CSR Management
• Support cross functional coordination with Operations HR and other departments as needed
• Approves daily operational decisions within defined guidelines
• Escalates policy exceptions and strategic decisions to the CSR Manager

Customer Service Team Lead Qualifications:

• High school diploma or equivalent required
• Associates or higher preferred
• Advanced CSR Experience (2 years)
• Proficient / Basic Computer Skills (Microsoft Suite)
• ERP / MRP System Proficiency
• Strong customer issue resolution and prioritization skills
• Strong communication and collaboration skills
• Quality Awareness
• Problem Solving and Root Cause Analysis
• Cross-functional Coordination
• Excellent Communication Skills
• Continuous Improvement Mindset
• Excellent Time Management and Adaptability
• Attention to Detail and Accountability
• Ability to lead and guide Team members

Joining Wielands team gives you

Wieland is anequal opportunity and affirmative action employer. We celebrate diversity and are committed to fostering an inclusive environment for all employees. Come join Wieland today and help us continue to build a global corporation we are all proud to belong to.