Lead Associate, Customer Service

Job Number: 10160

External Description:

About This Role: We have an exciting opportunity for an International Lead in our Customer Care Center. The RC National Accounts Team Lead provides leadership and operational oversight for customer service support of Replacement Components (RC) National Account customers. This role is responsible for ensuring consistent, high‑quality service delivery to RC’s strategic and high‑impact accounts, while serving as a key liaison between Customer Service, Sales, Operations, Supply Chain, and Finance.

Role Responsibilities:

• Lead and support agents handling RC National Accounts and VIP customer interactions

• Serve as a primary escalation point for complex or high‑impact National Account issues

• Ensure adherence to account‑specific processes, priorities, and service commitments

• Partner with Sales, Operations, Supply Chain, Finance, and Data teams to resolve customer‑impacting issues

• Monitor backlog, case aging, and volume trends to reduce risk and improve responsiveness

• Provide day‑to‑day guidance to build team capability and consistency

• Support onboarding and knowledge transfer for new or transitioning team members

• Supports and participates in meetings with customers to address concerns, shipment delays, shipping issues, and expedite requests.

• Identify opportunities for process improvement and standardization across National Account workflow

Required Qualifications

• High School diploma/GED

• 1+ years’ experience working with VIP level customers

• 1+ year experience with Microsoft Word and Excel

 

Preferred Qualifications

• Bachelor’s degree.

• Working knowledge of SAP, Salesforce, CRM, Phone systems, PIC and Windchill systems is desired

• Proficient in MS Office (specifically Word and Excel)

• Preferred experience with Power BI

• Strong analytical skills, accuracy and attention to detail and Ability to communicate effectively

• Sense of urgency; strong organizational skills and ability to handle multiple tasks at one time

• Adaptability and flexibility to seasonality and changing business demands is critical

Job Number: 30204061

Community / Marketing Title: Lead Associate, Customer Service

Location_formattedLocationLong: New York, US