Customer Service Lead

Polytek Development Corp

Customer Service Lead supervising the Consumer Customer Service team at Polytek Development Corp. Focused on delivering exceptional customer service and supporting fast-paced operations in a hybrid setting.

Posted 5/1/2026full-timeKalamazoo • Missouri • 🇺🇸 United StatesSeniorWebsite

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Responsible for providing supervisory support to the Consumer Customer Service team and our customers.
Set the example of how to deliver outstanding customer service and be a supportive team member.
Answer the phone promptly and courteously, logging all calls into Zoho Desk and Talk Desk.
Take phone, web and email orders and process them accurately using an electronic order processing system.
Process credit cards appropriately.
Provide customers with appropriate product literature, such as Technical Bulletins, Safety Data Sheets, and product catalogs.
Routinely review and study available resources to best serve customers and understand available resources.
Support the customer service and technical services teams with resource navigation.
Encourage and promote best practices.
Identify coaching opportunities and review regularly with management.
Learn/understand product specifications, capabilities and mold making and casting methods.
Understand and stay current on competitive products.
Respond to customer inquiries regarding product specifications and capabilities and mold making applications.
Help customers and team members troubleshoot problems with products and processes.
Provide customers with product selection support and samples to promote sales.
Present and maintain a positive attitude with regards to Polytek management policies and instructions.
Promote a high-quality work environment so team members are motivated to perform at their highest level.
Use appropriate judgement in upward communication regarding department or employee concerns.
Support the customer service and technical support teams with call escalations and troubleshooting.
Identify any customer problems and report them to management.

Requirements

What you’ll need

High school diploma or equivalent or Associate degree required.
3 years of customer experience preferred.
Must have ability to work a flexible schedule, including occasional overtime.
Must be proficient in Microsoft Office Suite, ERP and Gorgias knowledge is a plus.
Must have the ability to work independently in a fast-paced environment.
Strong verbal and written communication, organizational, and time management skills.

Benefits

Comp & perks

Flexible work arrangements
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer serviceorder processingcredit card processingproduct specificationsmold makingcasting methods

Soft Skills

communicationorganizational skillstime managementteamworkproblem-solvingcoachingflexibilitypositive attitude

Certifications

high school diplomaAssociate degree