Sr. Customer Service Representative (Team Lead Experience)

Company Overview:

We are a provider of high quality, cost-effective valve lubricants primarily for the oil and gas storage, pipeline and gas distribution markets. We manufacture and distribute industrial sealants and lubricants, as well as related products, such as lubrication equipment and fittings. We serve the global valve maintenance market with value-added specialty products that enable optimal valve operation and help prevent costly, unscheduled downtime at customer facilities and pipelines. In addition, our products provide important safety benefits along with preventing fugitive valve emissions.

About the Role

This position is responsible for providing exceptional customer support by processing orders, addressing customer inquiries, and resolving issues in a timely and professional manner to ensure customer satisfaction and retention. The Sr. Customer Service Representative (CSR) will work closely with the Sales and Operations teams to ensure customer satisfaction and efficient order fulfillment.

As a senior member of the customer service team, this role provides day-to-day guidance, support, and oversight to peers, helping to drive consistency, quality, and adherence to processes. The position acts as a key point of contact for escalations, supports onboarding and training of new team members, and contributes to continuous improvement initiatives across customer service operations.

Principal Duties and Responsibilities

• Serve as the primary point of contact for customer inquiries via phone, email, and other communication channels
• Provide day-to-day guidance and direction to Customer Service team members, promoting consistency in processes and service delivery
• Act as the primary escalation point for complex customer issues and support timely resolution
• Support onboarding and training of new team members, including systems, processes, and best practices
• Monitor team workflows and help ensure service levels and response times are consistently met
• Identify recurring issues, training gaps, and process inefficiencies, and recommend improvements to leadership
• Lead or support process improvement initiatives to enhance customer service operations
• Process customer orders and manage the full order lifecycle, including entry, confirmation, tracking, and post-delivery follow-up
• Maintain strict adherence to documentation standards to support customs clearance and regulatory compliance
• Act as a key liaison between Sales, Operations, Logistics, and Finance to ensure alignment and prevent errors
• Assist in resolving customer complaints, claims, returns, and exchanges
• Provide basic technical support and accurate product and service information to customers
• Maintain accurate records of customer interactions and transactions for reporting and analysis
• Generate and distribute customer reports and support invoicing and billing processes as needed

• High School Diploma or equivalent required
• Associate or Bachelor's Degree in Business Administration, Supply Chain, or a related field preferred.

• Minimum 3-5 years of experience in customer service, order processing, or a related role
• 3+ years of demonstrated leadership experience, including providing guidance, training, or informal oversight to team members
• Experience in the manufacturing or oil & gas industry is a plus
• Prior experience working with ERP/MRP systems preferred

• Certified Customer Service Professional (CCSP) an asset.

• Strong communication skills, both verbal and written
• Demonstrated leadership capability with the ability to guide, support, and influence team members without direct authority
• Strong decision-making and problem-solving skills, particularly in handling escalations
• Ability to provide coaching, training, and knowledge sharing to support team development
• High level of accountability with ownership of both individual and team outcomes
• Excellent customer service skills with strong attention to detail and accuracy
• Ability to multitask, prioritize workload, and manage time effectively in a fast-paced environment
• Strong organizational skills with a focus on data accuracy and documentation compliance
• Ability to collaborate effectively with cross-functional teams
• Proficiency in Microsoft Office Suite and customer service-related systems