Customer Service Team Lead

Quanex is looking for a Customer Service Team Lead to join our team located in Statesville NC.

The Customer Service Team Lead is responsible for driving the Customer Service function to achieve specified levels of service including call/email coverage, accurate order entry and effective intradepartmental communication.

We Offer You! 

• Competitive Salary and bonus potential
• 401K with 5% company match, yours to keep after 2 years
• 15% immediate return if you participate in the company’s ESPP
• Medical, Dental & Vision Plans
• Employer paid disability plans and life insurance
• Paid Time Off & Holidays
• Tuition support for degree and continuous education
• Employee Resource Groups focused on employee empowerment

What’s attractive about the Customer Service Team Lead position? 

• A company that LIVES its values
• Opportunity to grow within the organization
• Supportive & collaborative culture

What Success Looks Like: 

• Conduct staff meetings and/or update meetings in Manager's absence or when assigned to perform this function
• Analyze all Customer Service data to determine level of Customer Service provided to customers and developing plans for improvement (Call coverage, customer score cards, response time etc). 
• Manage heightened customer service issues before escalating to Customer Service Manager to optimize customer satisfaction.
• Improve customer service quality by optimizing processes, tracking performance metrics, and implementing improvements. 
• Build and maintain customer relationships.
• Process and key orders while working with scheduling and operations. 
• Process complaints, Corrective Action (CA), returns and credits. 
• Manage open orders for assigned accounts to ensure accuracy and on-time delivery. 

What You Bring: 

• Minimum of five years of experience in a customer service role preferred. 
• Previous experience in data processing and ERP systems
• Able to demonstrate leadership, organizational and problem-solving skills

The range for this salaried non-exempt position is $24.00/hr to $29.00/hr with potential to earn an annual bonus. ​

About Quanex, A Part of Something Bigger
Quanex (NYSE: NX) is a global, publicly traded manufacturing company primarily serving OEMs in the fenestration, cabinetry, solar, refrigeration and outdoor products markets. We are A Part of Something Bigger by improving the performance and aesthetics of end products through continuous innovation, helping customers achieve greater production efficiencies, dedication to giving back to communities where we operate, producing shareholder value and helping our employees learn, grow, and thrive. Learn more at Quanex.com.