Customer Service Lead

**Posting not open to outside agencies** CUSTOMER SERVICE LEAD   Summary   The Customer Service Supervisor provides high-level customer support through phone, fax, and centralized workflow systems by receiving, reviewing, and verifying customer orders and requests. This role ensures orders are processed accurately and efficiently while maintaining Trulite’s Platinum standard of customer service. The position acts as a key escalation point for customer issues, collaborates with internal teams to resolve concerns, and helps drive continuous improvement in customer service operations.   Who Are You   You are a highly organized, detail-oriented customer service professional with strong leadership abilities and a passion for delivering exceptional service. You thrive in a fast-paced environment, can manage multiple priorities, and are skilled at solving problems while maintaining positive relationships with customers and internal teams. You are self-motivated, results-driven, and committed to maintaining high standards of quality, accuracy, and customer satisfaction. You communicate effectively, work collaboratively across departments, and demonstrate a “whatever it takes” attitude to ensure customer expectations are met.   Skills You Bring 5–8 years of customer service or relevant experience, with 3–5 years of leadership or supervisory experience preferred Strong knowledge of customer service processes and order management systems Experience with Microsoft Office 365 and workflow systems such as Axapta and Support Center Plus or similar systems Excellent written and verbal communication skills Strong interpersonal and conflict-resolution abilities Exceptional organizational, multitasking, and time management skills Attention to detail with strong data collection and listening skills Ability to analyze information and verify order accuracy Basic mathematical skills including discounts, percentages, fractions, and geometric calculations Ability to work collaboratively with cross-functional teams Technical knowledge of products, codes, and systems (glass and aluminum experience preferred) Strong problem-solving mindset and commitment to continuous improvement What Will You Do Answer and manage customer service calls within defined key performance indicators Receive, prepare, and verify the accuracy of customer orders using company workflow systems and purchase orders Initiate responses to new orders and order change requests while ensuring accurate order and customer information Proofread entered orders to confirm accuracy prior to final confirmation Collaborate with branch departments to ensure orders meet customer expectations Serve as the escalation point for customer service issues and complaints Conduct follow-up calls with customers regarding concerns or questions within two hours Prepare and provide price quotations based on the company price book Answer technical questions related to products and services Coordinate with sales teams and other branch locations to resolve issues and improve customer service delivery Support training and ensure team members receive required training for their roles Provide feedback during employee reviews and assist with team performance improvement Act as a subject matter expert on products, codes, and internal systems Ensure correct warranties are issued as requested and support AR processes for customer requirements Process COD/CIA customer payments when required Participate in meetings, training sessions, and continuous improvement initiatives Maintain adherence to company policies, procedures, and safety standards Provide backup support to the Customer Service Manager and assist other team members when needed   Why Trulite:   Trulite offers the most comprehensive benefit coverage in the industry. We give our employees immediate access to health, dental, vision and life insurance benefits, as well as provide short/long-term disability coverage to protect you financially if injured on the job.   We are pleased to offer a comprehensive wellness initiative that includes access to a progressive financial training program. Stay with us for a year and your 401k employer match is 100% vested and immediately becomes part of your ever improving financial plan. This is also true for those who select and contribute to their Health Savings Account. We match on both employee and family coverage to help cover out-of-pocket expenses and if unused continues to grow until needed.  The employer match for your HSA if you choose to participate, is also vested immediately at 100% improving your financial health.    Trulite bears most of the cost of your benefits. We structured these benefits because we care not only about your physical well-being but your financial health and welfare too. Let us show you why Trulite values you as an employee and how we will help you achieve financial independence.    We are an Equal Opportunity Employer. We embrace and encourage our employees’ differences in age, color, disability, ethnicity, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socioeconomic status, veteran status, and other characteristics that make our employees unique.

Created: 2026-03-09