Customer Care Senior Lead Specialist

Job Summary

We're seeking a passionate and proactive professional to support multi-channel order fulfillment with precision, ownership, and an unwavering customer-first mindset. This role is pivotal in ensuring smooth internal processes, managing backlog effectively, and cultivating internal partnerships across departments. You'll be both a problem solver and a teacher—mentoring peers while continually enhancing operational excellence.

Key Tasks & Responsibilities (Essential Functions)

You will lead internal processing and backlog management by:

• Taking ownership of all order-related tasks across domains, from manual processing to complex customer requests and internal inquiries

• Becoming a subject matter expert, capable of training and mentoring cross-functional partners

• Documenting and refining internal knowledge and processes

• Proactively identifying and acting on opportunities to exceed partner expectations

• Supporting internal customers with a mindset that your success expands capacity across CX, Sales, and Product

• Manual Order Processing

  • Monitor order timelines to ensure commitments align with reality

  • Train others to manage work queue tasks that block activation, shipment, or returns

  • Interpret and process return authorizations per policy

   Customer Pull-In Requests

  • Champion customer needs within manufacturing operations—making timely, informed decisions and guiding others to do the same

  • Facilitate complex project-level approvals, ensuring strategic wins before order entry

  • Lead cross-functional efforts to meet evolving customer demands, suggest solutions, and coordinate with product and operations teams

  • Own production-level commitments and ensure transparent visibility across systems

  • Act as the first point of escalation, and communicate solutions to leadership

  • Mentor and empower team members to master these processes

   Backlog Management

  • Leverage tools like Power BI to monitor unrequested pull-in opportunities and highlight backlog constraints

  • Use business systems to identify shifts in lead time, communicate proactively, and coordinate alternatives

  • Make strategic decisions for manufacturing prioritization in collaboration with ABL partners

  • Demonstrate mastery of the order fulfillment lifecycle—including product, services, system logic, and customer ecosystem

  • Support others in developing fluency across these concepts

   

Skills and Minimum Experience Required

• Fully bilingual (Spanish & English)

• 4+ years in customer care within the manufacturing industry

• Bachelor’s degree

• Strong communication and organizational skills

• Empathy-driven, with a desire to mentor and support others

• Proficiency in Microsoft Office and ability to quickly adapt to new systems

• Analytical, decisive, and timely under pressure

• Thoughtful stakeholder engagement in decision-making

• Unwavering customer focus and confidence in advocating for their success

• Growth mindset, passion for learning and continuous self-improvement

• Dedication to empowering others through teaching and mentorship