Customer Service Lead (Manufacturing)

Location: Hybrid in North Andover, Massachusetts, United States; office attendance required Monday through Wednesday and remote work available Thursday and Friday.

Salary: $32.20–$37.80 per hour

Company

hirify.global develops products and smart, connected water solutions for residential and commercial applications, with a focus on safe water and sustainability.

What you will do

• Lead daily customer service operations in a high-volume environment and serve as a subject matter expert for customer inquiries, order management, and issue resolution.
• Process sales orders, RGA requests, credits, order holds, and other customer transactions accurately.
• Handle escalations involving shortages, delivery issues, pricing, credit, inventory, backorders, part identification, and large-volume orders.
• Coordinate solutions with Manufacturing, Shipping, Logistics, Technical Support, Sales, and Finance.
• Monitor service levels, quality standards, customer accounts, reporting, and performance metrics.
• Train, coach, and support Customer Service Representatives while identifying process improvement opportunities.

Requirements

• High school diploma or equivalent required.
• 5+ years of experience in a high-volume customer service environment.
• Experience with order entry, order management, expediting customer orders, and complex customer escalations.
• Experience with ERP systems and customer relationship management tools.
• Ability to lead, coach, motivate, prioritize multiple responsibilities, and manage challenging situations.
• Strong communication, problem-solving, organizational, accuracy, and accountability skills; proficiency in Microsoft Office applications.

Nice to have

• Associate's or Bachelor's degree.
• Experience in manufacturing, industrial, or distribution environments.
• Knowledge of order fulfillment, logistics, supply chain processes, customer service metrics, and continuous improvement.

Culture & Benefits

• Team-oriented and supportive work environment focused on integrity, accountability, innovation, transparency, and customer service.
• Medical and dental coverage, retirement benefits, paid holidays, and paid time off.
• Family-building benefits, including paid maternity and paternity leave.
• Professional development opportunities and educational reimbursement.
• Fitness reimbursement and employee discount programs.