Customer Service Lead
Your role
In support of our mission to be the best solution provider to our customers, we are expanding our presence across the United States and Canada. As a Customer Service Team Lead, you will act as a key link between Aftersales leadership and the Parts Order Administrators, performing order administration duties while providing day‑to‑day team guidance. Although this role does not include direct management responsibilities, it is essential to maintaining customer service excellence.
This role is based in our Houston office on Greens Road and reports to the Aftermarket Sales Manager.
Responsibilities:
- Execute the strategy and vision established by Aftersales leadership to ensure alignment across customer service activities.
- Support Parts Order Administrators by resolving complex customer inquiries and operational issues.
- Develop, document, and implement standard operating procedures and training materials to improve efficiency and consistency.
- Train team members on newly integrated brands and products to ensure smooth transitions and sustained service quality.
- Manage and optimize the Zendesk platform, identifying improvements to enhance customer satisfaction and departmental KPIs.
- Track and analyze service trends to recommend process improvements and provide feedback.
- Prepare parts quotations, process orders, maintain SAP records, manage documentation, communicate order statuses, manage repair quotations, issue Return Goods Authorizations, and ensure adherence to ISO standards.
To succeed, you will need
We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.
Qualifications:
- High School Diploma and three to five years of experience in a customer service role within a manufacturing or repair environment.
- Demonstrated leadership abilities with experience influencing and guiding peers without direct reporting authority.
- Experience in planning, scheduling, and applying customer service best practices with a proactive approach to process improvement.
- Strong proficiency in Microsoft Office applications, including Excel, Word, and Outlook.
- Experience working with ERP systems—preferably SAP—and familiarity with Zendesk or similar customer service platforms.
- Excellent organizational skills, including the ability to prioritize effectively, make self‑directed decisions, and manage multiple tasks in a fast‑paced environment.
- Strong problem‑solving ability, attention to detail, and effective interpersonal and communication skills.
Preferred Skills and Experience:
- Experience developing and delivering training programs.
- Background in integrating new brands or product lines into existing operational processes.
- Advanced knowledge of Zendesk or comparable customer service management tools.
- Experience working cross‑functionally with multiple departments to support improvement initiatives.
- Project management experience with demonstrated success leading initiatives from concept through implementation
In return, we offer
- Culture of trust and accountability
- Lifelong learning and career growth
- Innovation powered by people
- Comprehensive compensation and benefits
- Health and well-being
Job location
This role offers a hybrid working arrangement, allowing you to split your time between working remotely and being on-site at our Houston, Texas office on Greens Road three days a week.
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Contact information
Talent Acquisition Team: Samantha Ray
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