Carus · 17 hours ago
Customer Support Lead
Peru, IL
Full-time
Hybrid
Mid, Senior Level
$79K/yr - $85K/yr
4+ years expCarus is a highly respected, family-owned company that develops and manufactures products to clean the air, water, and soil. They are seeking a Customer Support Lead to lead a team, maintain customer relationships, and ensure satisfaction with the company’s products and services.
ChemicalLogisticsSalesWater Purification
Responsibilities
Lead a team of three customer support representatives, maintain proactive relationships with key customers and internal stakeholders on a regular basis, and serve as an expert in handling complete customer service challenges for Carus
Ensure order management is accurate from receipt through delivery, coordinating with manufacturing, supply chain/planning, logistics and sales to resolve constraints or delays
Responsible for providing support to customers by answering inquiries, processing customer orders, resolving issues, and ensuring overall satisfaction with the company’s products and services in assigned Territory
Own day-to-day customer service operations
Maintains customer records, pricing, and documentation – maintains compliance with company policies, quality standards and customer requirements
Workflow: acts as a first point of escalation for complex customer issues that are accurate and timely managed
Attract top talent and foster collaboration in a high performing professional organization and culture
Provide guidance, coaching, direction, and training necessary to assist in the businesses’ future growth and alignment to strategic plan
Implements continuous improvements in organization, procedures, processes, equipment, and facilities to improve reliability, quality, efficiency, spending and regulatory compliance
Qualification
Required
Excellent interpersonal and customer service skills
Ability to lead a team of customer support representatives
Maintain proactive relationships with key customers and internal stakeholders
Expert in handling complete customer service challenges
Ensure order management is accurate from receipt through delivery
Coordinate with manufacturing, supply chain/planning, logistics and sales to resolve constraints or delays
Provide support to customers by answering inquiries, processing customer orders, resolving issues, and ensuring overall satisfaction
Own day-to-day customer service operations
Maintain customer records, pricing, and documentation
Maintain compliance with company policies, quality standards and customer requirements
Act as a first point of escalation for complex customer issues
Attract top talent and foster collaboration in a high performing professional organization and culture
Provide guidance, coaching, direction, and training necessary for business growth
Implement continuous improvements in organization, procedures, processes, equipment, and facilities
Preferred
Bachelor's degree
4-5 years of customer support experience and team management experience
Previous work experience within manufacturing, chemical, process and logistic environment
Benefits
Flexible hours and work-from-home Fridays.
Generous PTO and 11 paid holidays.
Medical, dental, vision and 401(k) plans as well as company-paid basic life insurance.
Tuition reimbursement program for employees and their dependents.
Employee engagement, company-sponsored volunteer opportunities and STEM education initiatives.
Company
Carus
Carus produces and sells products that clean the air, water, and soil.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Andy Johnston
President & CEO
Morgan Strow
HR Business Partner
Recent News
2023-12-24
Company data provided by crunchbase