item America, LLC · 5 months ago
Customer Service Lead
Greenwood, SC
Full-time
Onsite
Senior Level, Lead/Staffitem America, LLC is a global leader in modular systems for industrial applications, seeking a Customer Service Lead to enhance customer service and logistics efficiency. The role involves developing strategies, managing customer interactions, and collaborating with various teams to ensure a seamless order fulfillment process.
Industrial Automation
Responsibilities
Develop and execute strategies to improve customer service and logistics efficiency
Manage all customer touchpoints (phone, email, in-person) to ensure consistent, positive experiences
Map the customer journey to identify critical touchpoints and improvement opportunities
Address and resolve customer issues promptly; serve as primary contact for all order-related problems
Set clear customer expectations and maintain strong relationships to understand needs and expectations
Monitor, analyze, and act on customer feedback to improve processes, policies, and procedures
Collaborate with sales, marketing, procurement, inventory, and operations teams to align service and logistics strategies with business objectives
Oversee the entire order fulfillment process from receipt to delivery, including daily tracking and reporting of late, at-risk, and priority orders
Track, manage, and report on customer complaints; evaluate whether procedural changes improve satisfaction
Prepare and present regular performance reports and KPIs to senior management
Stay updated on industry trends and best practices to drive continuous improvement
Qualification
Required
Proven experience in customer service, preferably in a B2B environment
Ability to work in a high paced team environment
Continuous improvement focus
Excellent communication and interpersonal skills
Proficiency in CRM software and customer service tools
Company
item America, LLC
item is the pioneer in building kit systems for industrial applications and a global market leader.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Germain DUFOSSÉ
CEO
Philipp Herrmann
COO / CFO
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