Customer Service Lead

Summary / Position Purpose:

The Customer Service Lead is responsible for supporting the Customer Service Manager in the daily coordination of the customer service team, ensuring timely and accurate handling of client orders and communications. This role assists in managing workflow, mentoring team members, and resolving issues that arise in the job lifecycle. The ideal candidate is detail-oriented, proactive, and highly collaborative, with a strong understanding of print production and a passion for delivering exceptional service.

Essential Duties, Functions and/or Responsibilities:

Team Support & Oversight

• Serve as the day-to-day support lead for Customer Service Representatives (CSRs), helping to manage workload prioritization, provide guidance, and answer process-related questions.

Workflow Coordination

• Work closely with the Customer Service Manager to ensure order flow is efficient, accurate, and aligned with production schedules. Help maintain balanced workloads across the team.

Customer Communication

• Act as a point of contact for escalated customer inquiries and issues, ensuring timely resolutions and clear communication.

Cross-Department Collaboration

• Partner with estimating, prepress, production, shipping, and sales to ensure that customer requirements are accurately captured and fulfilled.

ERP System Proficiency

• Utilize ERP system to manage job entry, inventory releases, and order tracking. Assist in training and supporting CSRs on system best practices.

Process Improvement

• Identify bottlenecks or inefficiencies in service workflows and provide input on solutions. Participate in continuous improvement initiatives led by the Customer Service Manager.

Quality & Accuracy

• Review job tickets and documentation for accuracy before they move to production. Ensure that client expectations are fully understood and clearly communicated to internal teams.

Education and/or Work Experience Requirements:

• Bachelor's Degree Preferred
• 3+ years of customer service experience in the printing, manufacturing, or logistics industry
• Knowledge of commercial printing processes and terminology
• Prior experience in a lead or team coordinator role preferred
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, etc.)
• Strong communication, organization, and problem-solving skills
• Ability to remain calm under pressure and manage multiple priorities
• Positive, team-oriented attitude

Physical Requirements:

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state, and local standards.

TestEquity provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.