Customer Support Lead

Reporting Relationship:
The Customer Support Lead will report directly to the Director of Inside Sales. In this leadership role, you’ll not only guide the Customer Support Team but also build strong collaborative relationships across all departments within Steel King Industries. Your leadership will ensure the team is aligned and empowered to provide exceptional support to our Regional Sales Managers, catalog accounts, and direct accounts.

What You’ll Do:
As the Customer Support Lead, you’ll be responsible for building and fostering a dynamic, efficient support team that’s integral to Steel King’s success. You’ll manage training, monitor team performance, and ensure seamless communication between departments. Here’s what your responsibilities will look like:

• Team Leadership & Training: Lead, train, and coordinate the Customer Support Team to ensure they provide outstanding support for all Regional Sales Managers and Steel King’s corporate accounts.
• Workload Management: Monitor and balance team workloads, making adjustments as needed to maintain efficiency and meet departmental goals.
• Promote Education & Collaboration: Champion ongoing product and process education across the sales department, promoting a culture of teamwork and continuous improvement.
• Track & Report Metrics: Monitor team performance, track key metrics, and report positive and negative trends to leadership along with actionable recommendations for improvement.
• Problem Resolution: Proactively address and resolve any issues between Inside Sales and other departments to keep operations running smoothly.
• Back-Up Support: Lead the team to provide back-up support for receptionist and phone duties when needed.
• Identify opportunities to improve Steel King Industries market share through new products, competitive design and pricing.
• Work with Steel King dealers assisting them with literature requests.
• Assist in the efforts to educate distributor sales personnel regarding Steel King capabilities and procedures, product knowledge, application information, sales strategies and tactics.
• Educate distributors, customers and Steel King personnel in the safe use of our product
• Customer support backup as needed by the Director of Inside Sales.
• Any related tasks as may be assigned by the Director of Inside Sales, Vice President of Sales and/or the Executive Committee of Steel King Industries, Inc. 

 Your Impact at Steel King:
In this role, you’ll be at the forefront of driving operational excellence. You’ll work closely with various departments to help Steel King expand its market share and achieve corporate goals. Here’s a look at your larger contributions:

• Uphold Steel King’s Core Values: You’ll embody Steel King’s core values in every interaction with employees, distributors, customers, and visitors.
• Market Growth & Team Collaboration: Seek opportunities to increase market share through new products, competitive pricing, and collaborative efforts across Sales, Manufacturing, Engineering, and Accounting.
• Distributor Support: Assist in training Excalibur Distributors on Quick Ship products, ensuring they have the knowledge and tools needed to succeed.
• Align with Corporate Goals: Support Steel King’s corporate objectives by maintaining a focus on operational excellence and customer satisfaction.

 What We’re Looking For:
We need a dynamic leader who can inspire a team and drive customer support initiatives forward. If you have the following qualifications, you might be the perfect fit for this role:

• Education & Skills:
• • A BS/BA in Business or a related field, or equivalent experience.
  • Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook.
  • Strong verbal and written communication skills with keen attention to detail.
  • Strong organizational skills, with the ability to manage multiple tasks and deadlines independently.
  • Sound judgment and decision-making abilities.
  • Ability to work cooperatively in and amongst teams.
  • Apply skills to carry out instructions furnished in written, oral or diagram form.
  • Respond to phone and email inquiries in a timely manner.
  • Experience interpreting documents like RFPs, SOPs, and company policies.
• Experience:
• • Previous experience in a leadership or customer support role is preferred.
  • Demonstrated ability to manage teams and prioritize workloads.
  • Seven years of experience in a customer service role within the manufacturing or steel industry.

Steel King’s Core Values:
As the Customer Support Lead, you’ll live and breathe our core values:

• Get It Done Attitude: Take initiative and get things done efficiently and effectively.
• Refuse to Accept “Good Enough” as Good Enough: Strive for continuous improvement and excellence.
• Be Someone People Want to Work With: Cultivate positive relationships and foster a collaborative, team-driven culture.
• Always Act with Integrity: Uphold honesty, transparency, and ethical behavior in every action.

What We Offer:
Steel King Industries, Inc. is committed to creating a diverse and inclusive workplace. We value and respect individuals of all backgrounds and do not discriminate based on race, color, creed, national origin, age, religion, gender, sexual orientation, marital status, or any other characteristic protected by law. We are dedicated to providing equal opportunities for all applicants, and reasonable accommodations will be considered for qualified candidates to ensure accessibility and success in the hiring process.  If you’re ready to make a real impact in a dynamic company where your work truly matters, we’d love to hear from you!

A Day in the Life at Steel King:
This position is based in an office environment, requiring some light lifting (up to 25 pounds) and regular use of standard office equipment (computers, phones, printers, etc.). You'll be a key player in helping us stay organized and efficient in our daily operations.  We do have a 4 day in office and 1 day remote, however with this position, you may be required to work in the office 5 days a week.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the position. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with, or without notice.

 Our employees’ health and well-being are important to us. In addition, the Company has a longstanding commitment to provide a safe and productive work environment. Alcohol and drug abuse pose a threat to the health and safety of employees and to the security of our equipment and facilities. For these reasons, the Company is committed to the elimination of drug and/or alcohol use and abuse in the workplace.