Job Title:  Customer Service Team Lead

The Customer Service Team Lead supports the Customer Service Manager by guiding the daily activities of the customer service team and ensuring smooth operations. This role focuses on coaching team members, monitoring performance, and assisting with workflow coordination to maintain high service standards. The Team Lead serves as the first point of escalation for complex issues, promotes a collaborative environment, and helps implement process improvements to enhance customer satisfaction.

Key Responsibilities: 

Team Leadership & Support

• Act as a resource for customer service representatives, providing guidance and support on inquiries, order processing, and issue resolution.
• Monitor team performance and assist with coaching to maintain service quality and adherence to policies.
• Serve as the primary liaison between the team and the Customer Service Manager, escalating issues as needed.

Operational Coordination

• Assist the Manager in maintaining accurate price books and ensuring updates are communicated to the team.
• Help track and report on key performance indicators (KPIs) through metrics, graphs, and summaries to identify trends and improvement opportunities.
• Support the Manager in ensuring all logistical tasks within the department are completed accurately and on time.
• Responsible for performing all job duties while ensuring records are kept in a secure and organized manner including filing and maintaining a clean and organized workstation.
• Cross train with other Customer Service Representatives to provide back-up coverage as required.
• Assists colleagues to cover other areas as required.

Customer & Logistics Support

• Coordinate product pickups and deliveries, ensuring timely and accurate scheduling.
• Prepare and review shipment documentation, including commercial invoices, packing lists, and certifications, in compliance with customs regulations.
• Communicate with international customers and freight forwarders regarding shipping schedules, documentation, and tracking updates.
• Maintain visibility of shipments from start to finish, providing proactive updates to customers and internal stakeholders.
• Collaborate with internal departments (manufacturing, purchasing, credit control, shipping) to meet delivery timelines and resolve delays promptly.
• Review and validate order specifications, shipping instructions, and pricing in coordination with Customer Service and Sales teams.

Process Improvement & Compliance

• Continuously review and refine logistics and customer service processes to improve efficiency and customer experience.
• Ensure compliance with company policies and escalate issues to the Customer Service Manager for resolution.

Requirements for the Position:

• Associates degree or higher preferred.  High school diploma or general education degree (GED) may be acceptable depending on individual's experience and capabilities.
• Minimum of three years related logistics experience, preferably in an international manufacturing sales organization.
• Ability to read and interpret documents such as orders, returns, and customer inquiries.
• Strong customer orientation abilities along with excellent communication (written and verbal), grammar, spelling and proofreading skills as well as ability to follow up effectively with all internal and external customers.
• Ability to utilize access to the internet in order to gather information, and stay current with world-wide phenomena and how it pertains to international shipping
• Must have knowledge of letters of credit and other viable international forms of payment
• Must be versed in Incoterms and understand how they apply to both international and domestic shipments
• Must have a high level of understanding of export/import processes, commodity tariff classification codes, document requirements, and any other knowledge relative to the international transportation of goods
• Proficient in the use of an email client, Microsoft Office applications, in particular Word, Excel and other computer-based analytical tools to mine, organize and sort data. Must also be able to learn the use of highly specified computer programs unique to Atlas and its users
• Past experience should demonstrate the ability to perform at high levels in a fast paced-ever changing work environment.
• Ability to process information accurately while multi-tasking and prioritizing tasks in a highly efficient manner.
• Attention to detail, problem solving ability, clear written and verbal communication skills, good telephone manner. 
• Strong ability to organize, improve processes and work within a team.