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1 result for Customer Service Representative 2 in Lowell, MI
- Grand Rapids, MI
- onsite
- Temporary to Hire
- 22.8 - 26.4 USD / Hourly
- We are looking for a Customer Service Lead to guide daily support operations for a growing machinery manufacturing organization. This contract opportunity with potential for a permanent role is ideal for a hands-on leader who can balance team oversight, customer issue resolution, and service performance in a high-volume environment. The person in this role will help strengthen service quality, coach representatives and external partners, and coordinate closely with internal teams to keep customer-facing processes running smoothly.<br><br>Responsibilities:<br>• Direct the day-to-day work of customer service representatives and third-party support partners, fostering accountability and strong service results.<br>• Oversee inbound service activity across multiple queues, adjusting priorities and resources to maintain timely response levels.<br>• Resolve complex customer concerns with professionalism, including issues that require escalation beyond the frontline team.<br>• Provide ongoing coaching through team huddles, one-on-one meetings, and formal feedback discussions to improve performance and consistency.<br>• Track service metrics and queue performance, using data to identify trends and support achievement of service targets.<br>• Contribute to onboarding and continuous training efforts covering products, procedures, and customer interaction standards.<br>• Help document and refine department processes, including standard operating procedures and other service workflows.<br>• Support operational tasks such as returns coordination, warranty claim administration, order review activities, and product liability case follow-up.<br>• Partner with cross-functional teams on projects, website listing updates, service partner system training, and departmental reporting needs.
- 2026-07-17T00:00:00Z