Customer Service Lead - Granite Wholesale Manufacturing

We’re looking for a proactive, forward-thinking Customer Service Lead to join our team. This role is ideal for someone who takes ownership, thinks critically, and anticipates needs. The right person sets clear expectations, holds accountability, and coaches others to improve.

You’ll use data to identify trends, make informed decisions, and proactively share insights with leadership to drive improvement. Above all, you lead with integrity, take initiative, and are committed to delivering a seamless customer experience.

SUMMARY:

The Customer Service Lead provides strong, hands-on leadership to the customer service team, setting clear direction, expectations, and accountability across all daily operations. This role is responsible for developing team members, driving performance, and overseeing orders, customer accounts, and all related communication to ensure a seamless experience and consistently high-quality service.

With a proactive and solutions-oriented mindset, the Lead anticipates customer and operational needs, addresses challenges before they escalate, and ensures clear, timely communication both internally and externally. Success in this role requires strong critical thinking, sound decision-making, and the ability to lead with integrity while fostering a team culture focused on ownership, responsiveness, and long-term relationship building.

ESSENTIAL RESPONSIBILITES

Account Management & Customer Service

· Proactively anticipate account needs, identify potential issues early, and implement solutions that strengthen long-term partnerships.

· Balance customer satisfaction with company priorities, ensuring decisions support both strong service outcomes and overall business objectives.

· Manage and resolve escalated customer concerns, ensuring issues are addressed quickly and thoroughly.

· Build and maintain strong relationships with accounts through clear communication, responsiveness, and follow-through.

· Ensure accurate and consistent documentation of customer activity, feedback, and resolutions.

· Maintain a deep understanding of products, services, and processes to effectively support both customers and the internal team.

· Ensure smooth order flow from intake through production by proactively identifying and resolving bottlenecks or miscommunications.

Team Leadership, Training & Development

· Actively build and maintain a team culture of ownership, urgency, and accountability, with a strong focus on delivering a reliable and consistent customer experience.Coach, mentor, and develop team members to strengthen performance, decision-making, and ownership.

· Develop and drive initiatives that strengthen and elevate the Customer Service team.

· Create and implement training programs, tools, and resources that support team growth and consistency.

· Hold team members accountable to established standards, addressing performance gaps directly while supporting growth and consistency.

· Facilitate regular team meetings to align priorities, communicate updates, and address challenges proactively.

· Foster a team culture centered on accountability, collaboration, and continuous improvement.

· Remain actively involved in daily customer service operations, stepping in as needed to support the team and ensure execution meets expectations.

Operational Excellence & Process Improvement

· Own and improve customer service workflows, systems, and procedures to drive efficiency and consistency.

· Identify gaps in processes and implement proactive solutions that reduce errors and improve the customer experience.

· Partner cross-functionally to ensure alignment between customer service, production, and overall business operations.

· Monitor team performance, workload distribution, and efficiency to optimize resources.

· Ensure adherence to company policies while continuously improving standards and best practices.

· Make informed, timely decisions that balance customer needs with the company’s best interests, including operational efficiency and long-term sustainability.

· Leverage data and feedback to drive informed decision-making and refine service strategies.

· Collect and analyze customer service data, identify trends, and communicate key insights and recommendations to leadership and cross-functional stakeholders.

QUALIFICATIONS

• Bachelor’s Degree (BA) from four-year college or university, or two years of customer service team management experience
• Computer skills required: Microsoft Office Suite
• Experience handling escalated customer issues and complex accounts
• Proven ability to coach, mentor, and support team members’ growth
• Strong communication skills with the ability to balance empathy and clarity
• Ability to lead by example and foster a positive, team-focused environment
• Comfortable setting clear expectations and supporting team accountability
• Highly organized with strong attention to detail and follow-through
• Proactive mindset—identifies issues early and works collaboratively toward solutions
• Ability to track and interpret customer service metrics to drive improvements

Pay: $65,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• How many years of customer service experience in an office setting do you have?
• How many years of process improvement experience do you have?
• How many years of coaching or developing team members do you have?

Experience:

• managing a customer service team: 2 years (Required)

Ability to Commute:

• Hillsboro, OR 97124 (Required)

Work Location: In person