at Anvil International in Romeoville, Illinois, United States
Job Description
Position Title: Customer Service Lead
Department: Customer Service
Employment Type Full Time
Location: Romeoville, IL - Distribution Center
Workplace Type: Onsite
Compensation: $22.00 - $36.00 / hour
Customer Service Lead
The Customer Service Team Lead plays a dual role, providing frontline support to customers while also leading and guiding the customer service team. This individual handles customer inquiries directly, assists with complex issues, and ensures the team meets performance expectations. The ideal candidate is hands-on, detail-oriented, and passionate about delivering an excellent customer experience.
This job will cover two Team Leads to lead each of these regions: West, East and National and one in the Central region. Please indicate your preferred region or category when applying.
Key Responsibilities
- Respond to customer inquiries via phone, email, and other channels, ensuring prompt and professional service
- Serve as the first point of escalation for team members handling difficult or complex customer issues
- Distribute workload fairly among team members and assist with prioritizing tasks based on urgency and customer impact.
- Provide coaching, support, and real-time guidance to team members throughout the day.
- Monitor team and individual performance, track KPIs, and report metrics to management.
- Participate in training new hires and providing ongoing training and development for existing team members.
- Identify service gaps or process inefficiencies and recommend improvements to leadership.
- Assist with documentation of procedures, FAQs, and internal resources.
- Maintain a positive team environment, leading by example with a strong work ethic and customer-first mindset.
- Other duties as assigned.
Skills, Knowledge and Expertise
- High school diploma or equivalent required; some college or relevant certifications preferred.
- 2+ years of ASC customer service experience, preferably in a lead or senior representative role.
- Strong communication, problem-solving, and interpersonal skills.
- Ability to multitask, manage time effectively, and remain calm under pressure.
- Experience with ASC ERP and other applications such as Esker and Five9.
- Experience with Microsoft Office tools and with customer service software (CRM, ticketing systems) is a plus.
- Strong attention to detail and ability to maintain accuracy while working quickly.
About ASC Engineered Solutions
Following the 2019 merger of Anvil International and Smith-Cooper International, the unified company relaunched in March 2021 as ASC Engineered Solutions. Under a single name and logo, ASC Engineered Solutions continues our focus on improving the customer experience every day and striving to deliver service excellence.
The evolved ASC Engineered Solutions brand reinforces a focus on what matters most to customers: quality. As a solutions provider, this quality is reflected in our precision-engineered products, support and knowledge. Our organization is a dependable strategic partner focused on its customers’ success.
Equal employment opportunity, including veterans and individuals with disabilities.
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