Customer Service Representative-Lead (NY, Elmira) - Full-time

Job Title:? Customer Service Lead

Department: Sales

Location: Forkardt Hardinge ? Elmira NY (Onsite)

Shift: First Shift ?

Employment Type: Full-Time

Exemption Status: Non Exempt

Company Overview

Forkardt Hardinge is a leading provider of precision manufacturing solutions and tooling systems. We are committed to delivering high-quality products and exceptional service to our customers in the machining and manufacturing industries. Our team is dedicated to innovation, collaboration, and continuous improvement.

Position Overview

The Customer Service Representative Lead is a salaried, exempt role that serves as a senior member of the Customer Service team. This position provides advanced customer support while acting as a day-to-day leader, mentor, and escalation point for Customer Service Representatives.

The CSR Lead is responsible for ensuring consistent execution of customer service processes, supporting workload coordination, assisting with training and onboarding, and driving continuous improvement initiatives while maintaining a strong customer-first focus.

Key Responsibilities

Serve as a primary escalation point for complex customer inquiries, requests, and complaints.

Communicate effectively with customers, distributors, and internal stakeholders via phone, email, live chat, and in person.

Prepare and review quotes, perform follow-up activities, and support sales objectives.

Oversee order processing accuracy, monitor production timelines, and coordinate expediting activities as required.

Maintain advanced product knowledge to support customer needs and solution selection.

Leadership & Team Support

Provide daily guidance and mentorship to Customer Service Representatives.

Assist with onboarding, training, and cross-training of team members.

Support workload prioritization and coverage to meet customer and business demands.

Promote a One Team, Customer First culture and lead by example.

Partner with Sales, Production, Engineering, and other departments to resolve issues and improve customer experience.

Process Improvement & Quality

Ensure adherence to company policies, procedures, and service standards.

Identify and help implement process improvements to increase efficiency, accuracy, and customer satisfaction.

Support data accuracy, documentation, and reporting related to customer service activities.

Qualifications

High School Diploma required

Associate Degree or higher in a related field preferred

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Skills & Requirements:

Minimum of 5 years of customer service experience required

Experience in a manufacturing environment strongly preferred

Prior lead, senior, or supervisory experience preferred

Strong proficiency in MS Word, Excel, and Outlook required

Experience with JD Edwards preferred

Excellent communication, organizational, and problem-solving skills

Ability to manage multiple priorities in a fast-paced environment

Compensation and Benefits

Pay Range: $26.00-$28.00 (depending on experience)

Comprehensive benefits package including:

Health insurance

Life insurance

401(k) retirement plan

Paid time off

Paid holidays

Long-term disability insurance

Work Environment

Location: This position is onsite at our Elmira, NY facility

Forkardt Hardinge is an Equal Opportunity Employer, Veteran/Disability

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