Client Services Lead | $32.00 - $36.00 / hour

Located in Hillsboro, OR

Salary: $32.00 - $36.00 / hour

Client Services Lead

Pay: $68,000 - $75,000 / year ($32.00 - $36.00 / hour)

Schedule: Monday - Friday, 8:00 AM - 5:00 PM

Hillsboro, OR 

Contract to Hire Opportunity! 

#hill1940

In Order to Apply, You Must Have:

• Previous experience leading or supervising a Customer Service team.
• Experience successfully coaching, training, and developing Customer Service employees.
• Experience managing the full customer order cycle, from taking customer requirements through coordination with production and final delivery.
• Experience holding employees accountable for performance, accuracy, productivity, attendance, and following established processes.
• Experience handling customer complaints and resolving customer issues, including knowing when to escalate an issue.
• Experience working closely with production and other internal departments to resolve issues affecting customers, orders, processes, or workflow.
• Strong problem-solving and organizational skills, with the ability to identify issues, gather information, and recommend solutions.
• Experience managing multiple priorities, deadlines, customer concerns, and team workloads.
• Strong communication skills and the ability to communicate effectively with customers, employees, production, and senior leadership.
• Bachelor’s degree from a four-year college or university, or two years of related experience and/or training, or an equivalent combination of education and experience.
• Proficiency with Microsoft Office Suite and the ability to work with various design software.

Please review the requirements above carefully before applying. This is an experienced Customer Service leadership position and is not an entry-level Customer Service role. Candidates must have the required leadership and order-management experience to be considered.

About the Position:

We are seeking an experienced Customer Service Lead to oversee the day-to-day operations of the Customer Service department. This is a hands-on leadership position responsible for ensuring the team provides accurate, timely, and exceptional support to customers and internal departments in a fast-paced office environment.

The Customer Service Lead will take ownership of the department's daily operations, team performance, processes, and customer support. This position requires someone who can identify what needs attention, proactively address issues, develop solutions, and communicate effectively with senior leadership.

The successful candidate will be comfortable working independently while also recognizing when leadership input or approval is needed. They will bring forward relevant information, thoughtful recommendations, and solutions rather than simply identifying problems.

Key Responsibilities:

Customer Service Leadership:

• Lead the day-to-day operations, organization, performance, and effectiveness of the Customer Service department.
• Monitor customer concerns, deadlines, team workload, staffing needs, and departmental priorities.
• Ensure Customer Service meets established turnaround commitments for customer responses, order entry, changes, approvals, and completions.
• Take ownership of departmental responsibilities, projects, and commitments.
• Monitor workload and recommend adjustments to priorities, responsibilities, or resources when needed.

Customer & Production Coordination:

• Manage the customer order process from gathering customer requirements through coordination with production and final delivery.
• Work closely with customers and internal departments to ensure orders and customer expectations are clearly communicated.
• Handle customer complaints and serve as the first line of resolution.
• Work collaboratively with production and other departments to identify and resolve issues affecting customers, orders, processes, or workflow.
• Build strong customer relationships through communication, problem-solving, accountability, and follow-through.
• Stay current on products, features, policies, and processes and ensure relevant information is communicated to the Customer Service team.

Team Leadership & Development:

• Coach and develop Customer Service team members while maintaining clear expectations and accountability.
• Identify individual and team training needs and develop training, coaching, and cross-training plans.
• Delegate responsibilities appropriately and establish clear expectations and deadlines.
• Monitor employee performance, accuracy, productivity, attendance, and adherence to established processes.
• Address performance and behavioral concerns promptly and appropriately.
• Conduct recurring team meetings to communicate priorities, changes, expectations, and performance.
• Participate in interviewing, hiring, training, performance management, and other supervisory responsibilities as needed.

Process Improvement & Problem Solving:

• Proactively identify departmental needs, workflow gaps, potential problems, training needs, and opportunities for improvement.
• Research and develop recommended solutions or plans for leadership review when appropriate.
• Develop, maintain, and improve Customer Service procedures, systems, workflows, and policies.
• Ensure processes and policies are clearly documented, communicated, understood, and consistently followed.
• Evaluate existing processes and workflows and recommend improvements.
• Anticipate how changes in staffing, workload, processes, products, responsibilities, or company priorities may affect the Customer Service team.

Communication & Leadership Alignment:

• Communicate proactively with senior leadership regarding significant customer issues, employee concerns, performance issues, process gaps, workload concerns, risks, and missed commitments.
• Maintain open communication with senior leadership to ensure departmental plans and priorities remain aligned with company expectations.
• Gather relevant information, evaluate potential solutions, and provide a recommended course of action when bringing an issue forward.
• Ask questions and seek clarification when needed rather than making assumptions or allowing issues to remain unresolved.

Qualifications:

• Bachelor’s degree from a four-year college or university, or two years of related experience and/or training, or an equivalent combination of education and experience.
• Previous Customer Service leadership or supervisory experience.
• Experience coaching, training, and developing employees.
• Experience managing customer orders and coordinating with production through final delivery.
• Strong organizational, communication, and problem-solving skills.
• Ability to take ownership, manage competing priorities, and follow through on commitments.
• Ability to work independently and use sound judgment when determining when an issue requires leadership involvement.
• Microsoft Office Suite experience and ability to work with various design software.

Contact Express Employment Professionals for immediate consideration:

Call today for an immediate phone interview: 503-640-3600

Email resume: Jobs.HillsboroOR@ExpressPros.com

Apply online: Https://ExpressPros.com/HillsboroOR

We offer competitive wages, direct deposit, weekly pay, full medical, dental, vision, short and life term insurance options!

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