Customer Service Lead

Robert Half • Grand Rapids, MI • 2h ago

Description We are looking for a Customer Service Lead to guide daily support operations for a growing machinery manufacturing organization. This contract opportunity with potential for a permanent role is ideal for a hands-on leader who can balance team oversight, customer issue resolution, and service performance in a high-volume environment. The person in this role will help strengthen service quality, coach representatives and external partners, and coordinate closely with internal teams to keep customer-facing processes running smoothly.

Responsibilities:

Direct the day-to-day work of customer service representatives and third-party support partners, fostering accountability and strong service results.

Oversee inbound service activity across multiple queues, adjusting priorities and resources to maintain timely response levels.

Resolve complex customer concerns with professionalism, including issues that require escalation beyond the frontline team.

Provide ongoing coaching through team huddles, one-on-one meetings, and formal feedback discussions to improve performance and consistency.

Track service metrics and queue performance, using data to identify trends and support achievement of service targets.

Contribute to onboarding and continuous training efforts covering products, procedures, and customer interaction standards.

Help document and refine department processes, including standard operating procedures and other service workflows.

Support operational tasks such as returns coordination, warranty claim administration, order review activities, and product liability case follow-up.

Partner with cross-functional teams on projects, website listing updates, service partner system training, and departmental reporting needs. Requirements - Bachelor's degree or at least 4 years of relevant experience in customer service, call center leadership, or a related function.

Demonstrated ability to lead teams in a fast-paced service environment while managing overlapping priorities and deadlines.

Strong verbal and written communication skills, with confidence handling difficult customer interactions and escalations.

Comfort working across multiple systems at once, including call center platforms, business applications, and Microsoft Office tools.

Ability to interpret service data and performance metrics to support process improvement and team development.

Solid problem-solving, conflict-resolution, and organizational skills with close attention to accuracy and detail.

Flexibility to collaborate closely with others, take initiative independently, and work occasional evening or weekend hours when needed. TalentMatch®

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

© 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use (https://www.roberthalf.com/us/en/terms) and Privacy Notice (https://www.roberthalf.com/us/en/privacy) .

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