Customer Service Lead
Posted: 03/10/2026
Job Number: 2100439
Pay Rate: Pay: $40000-50000 per year
Job Description
Position Overview
We are seeking an experienced Customer Support Lead to oversee daily customer service operations, manage escalations, and serve as the primary liaison between U.S. Leadership and an offshore support team of 3 representatives. This role is highly hands-on in leadership but not a high-volume call-taking position.
This position is onsite in Romeoville.
The ideal candidate brings strong call center experience, customer de-escalation skills, and familiarity with AI-integrated systems and Microsoft Dynamics 365 (or comparable ERP/CRM platforms).
Key Responsibilities
Serve as the primary point of contact between U.S. Leadership and offshore support representatives
Monitor call dashboards to ensure calls are answered timely and service levels are maintained
Assign and delegate cases appropriately within the team
Handle escalated customer calls and resolve complex service issues
Coach and guide offshore team members to improve performance and communication
Conduct regular team check-ins and meetings via Microsoft Teams
Ensure accurate case documentation and follow-through
Support AI-integrated customer service workflows and system enhancements
Step in to support call volume only when short staffed
Call & Customer Environment
Approximately 30 inbound calls per day (10 15 minutes per call)
95% consumer calls / 5% business customers
Major retail partners include big-box and online retailers
Calls may come in simultaneously and require prioritization
Focus on first-call resolution whenever possible
Qualifications
5+ years of progressive customer service experience
Strong background in call center operations and escalation management
Experience de-escalating difficult customer situations
Experience supervising or mentoring customer service teams
Familiarity with Microsoft Dynamics 365 (preferred) or comparable ERP/CRM systems
Experience working with offshore or cross-cultural teams preferred
Strong decision-making skills and ability to manage multiple priorities
High attention to detail and strong organizational skills
Preferred Experience
Experience with AI-integrated customer service platforms
Experience monitoring service dashboards and performance metrics
Experience in retail, consumer products, or distribution environments
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