Customer Service Lead—Saltillo

The Customer Service Lead plays a pivotal role in ensuring a seamless interface between the manufacturing plant and the Company store network. This position is responsible for leading a team dedicated to providing exceptional customer service to the internal sales teams, with the goal of ensuring timely delivery of high-quality products. The ideal candidate is a proactive problem solver with strong analytical skills, hands-on leadership capabilities, and the ability to manage cross-functional relationships effectively.

Key Responsibilities:

· Lead and mentor the customer service team to ensure high performance and accountability.

· Act as the primary liaison between the stores and the manufacturing operation.

· Ensure accurate and timely communication regarding order status, production issues, and delivery timelines.

· Troubleshoot and resolve product quality concerns raised by stores or customers.

· Analyze recurring service issues, identify root causes, and implement corrective actions.

· Ensure all customer orders are entered correctly and fulfilled by the committed due date.

· Maintain detailed records of service interactions and issue resolutions.

· Support data entry tasks and maintain service documentation.

· Provide timely follow-ups and status updates to internal stakeholders.

Key Requirements:

· Strong problem-solving and analytical skills.

· Comfortable with basic data systems and customer service tools.

· Knowledge of AI tools or interest in digital capabilities is a plus.

· Exceptional attention to detail.

· Excellent verbal and written communication skills in both English and Spanish.

· High visual concentration and ability to multitask in a dynamic environment.

· Hands-on and results-oriented with a strong sense of urgency.

· Proven ability to make quick, sound decisions under pressure.

· Strong interpersonal and soft skills to coach, develop, and inspire a customer service team.

· Flexibility to adapt work schedules as needed to meet business demands.

· Based in a manufacturing plant.

· Occasional interaction with other company sites.

· Sense of urgency, team-oriented, and service-driven culture.

Qualifications and Experience:

· Bachelor's degree in Business Administration, Industrial Engineering, or related field.

· Minimum 5 years of experience in customer service, ideally within a retail or call center environment, including team leadership responsibilities.

· Experience in a manufacturing environment is strongly preferred.

· Demonstrated experience in using data for root-cause analysis and process improvement.