The Senior Customer Service Specialist plays a critical role in ensuring world-class customer experiences by leveraging deep operational knowledge, advanced problem-solving skills, and a strategic partnership mindset. This position manages complex accounts, acts as primary contact for customer escalations, and leads cross-functional service improvement projects. As a senior team member, the Specialist mentors peers, enhances departmental practices, and serves as a trusted advisor both internally and externally. Through responsive communication and business acumen, the Senior Customer Service Specialist strengthens customer loyalty and drives retention, growth, and operational alignment.

Summary of Essential Job Functions

• Lead management of high-priority or complex customer accounts, ensuring accuracy, urgency, and personalized service.
• Act as the primary escalation contact for intricate customer issues, identifying root causes and implementing corrective action.
• Coach and guide junior team members in service best practices, system navigation, and customer communication.
• Provide feedback to leadership on process gaps, customer trends, and service risks; recommend data-driven solutions.
• Partner with cross-functional stakeholders in Operations, Sales, Quality, and Supply Chain to execute seamless end-to-end customer service delivery.
• Lead or co-lead customer-focused initiatives or task forces that enhance service quality, consistency, and efficiency.
• Analyze service metrics and account trends using CRM, ERP, and reporting tools to identify risks and opportunities.
• Participate in customer business reviews or meetings as a trusted customer support advocate.
• Ensure compliance with Responsible Care and all internal quality, safety, and operational standards.
• Support system integrations, new service rollouts, or customer transitions with planning and execution oversight.
• Serve as acting Customer Service Team Lead when needed, supporting administrative, training, and planning activities.

Minimum Requirements

• Minimum 4–5 years of progressively responsible experience in customer service, client operations, or account management.
• Demonstrated success in resolving escalated or complex service challenges.
• Advanced skills in Microsoft Excel, customer scheduling systems, and reporting tools.
• Skilled communicator with the ability to influence and present effectively to both customers and internal teams.
• Track record of leading initiatives that resulted in measurable service improvements.
• Experience mentoring or training team members preferred.
• Strong organizational and multitasking ability, with a calm and proactive approach to pressure.
• High School Diploma required; Associate or Bachelor’s Degree preferred.

Abilities Required

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential job functions.

While performing the responsibilities, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel and to manipulate keys on a keyboard. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.