Customer Sales and Service Lead

Position Summary

The Customer Sales and Service Lead serves as the primary point of contact for customers while providing leadership and guidance to the customer service team. This role is responsible for ensuring excellent customer support, coordinating office administrative functions, maintaining efficient workflows, and supporting sales and operations activities. The ideal candidate is highly organized, customer-focused, and capable of balancing daily customer interactions with office coordination responsibilities.

Essential Responsibilities

Customer Service Leadership

• Serve as the lead customer service representative and subject matter expert.
• Provide guidance, training, and support to customer service team members.
• Assist with onboarding and training of new employees.
• Handle escalated customer inquiries and resolve service-related issues.
• Promote a positive customer experience through timely and professional communication.
• Monitor customer service processes and recommend improvements.

Customer Support & Order Management

• Process customer orders, inquiries, and requests accurately and efficiently.
• Prepare and follow up on quotations and order status updates.
• Coordinate communication between customers, sales, purchasing, and operations teams.
• Maintain customer records and ensure data accuracy.
• Assist customers with product availability, delivery schedules, and general account support.

Team & Process Support

• Support continuous improvement initiatives within customer service and office operations.
• Assist with developing and documenting office procedures and best practices.
• Help prioritize workflow and balance team workloads during peak periods.
• Collaborate with management to improve efficiency and customer satisfaction.

Qualifications

• High school diploma required; Associate degree preferred.
• 3+ years of customer service, sales support, or office administration experience.
• Demonstrated leadership, mentoring, or lead-worker experience preferred.
• Strong organizational and multitasking abilities.
• Excellent verbal and written communication skills.
• Proficiency with Microsoft Office, Excel and business software systems.
• Strong attention to detail and problem-solving skills.
• Ability to work independently and as part of a team.

Preferred Industry Experience

• Industrial distribution, manufacturing, equipment, service, or related industry experience.
• Experience supporting inside sales, customer accounts, and order processing.
• Familiarity with ERP systems and inventory/order management processes.

Key Success Factors

• Deliver exceptional customer service.
• Maintain accurate and timely order processing.
• Support a positive and productive office environment.
• Assist team members and serve as a resource for customer service questions.
• Foster strong relationships with customers and internal departments.

Founded in 1923, Applied Industrial Technologies (NYSE: AIT) is a leading value-added distributor and technical solutions provider of industrial motion, fluid power, flow control, automation technologies, and related maintenance supplies. Our leading brands, specialized services, and comprehensive knowledge serve MRO and OEM end users in virtually all industrial markets through our multi-channel capabilities that provide choice, convenience, and expertise.