Lead Customer Service Assistant

Customer Service Lead The Customer Service Lead supports the manager by providing day-to-day leadership for a team of customer service representatives who handle customer inquiries, manage orders and issue resolution through telephone and email. You will be a first-level resource for the team, offering guidance, troubleshooting support, and escalation handling while helping ensure service quality and adherence to established processes. This onsite role will sit in Avon, MA and will report to the Customer Service Manager. Responsibilities Oversee up to 3 direct reports. Be the day-to-day lead for customer service representatives, providing guidance and direction during daily operations. Escalate issues for complex or unresolved customer inquiries that require advanced knowledge or judgment. Mentor less experienced team members on customer service techniques, procedures, and best practices. Monitor workflow and service demands and help coordinate schedules, coverage, and task assignments. Identify trends, recurring issues, and opportunities for process or service improvements; communicate recommendations to leadership. Promote consistency, accuracy, and quality in customer interactions. Help with onboarding and knowledge transfer for new team members. Help with hire decisions and performance feedback, as requested by the manager. Foster a collaborative, service-focused team environment. Qualifications 2+ years of customer service management experience. Prior experience as a senior or lead-level Customer Service Representative. QAD knowledge is helpful. Only U.S. Citizens, Green Card holders, and political asylees or refugees are eligible to apply. The base salary range for this position is $50,000 to $60,000, with a possibility of an annual bonus up to 2.5% of base salary. PPG offers comprehensive benefits such as Health, Dental, Life, Retirement Plan, Paid Vacation and Holidays, Employee Assistance Program (EAP), Disability/Leave, Family Leave and other Voluntary benefit offerings. Actual benefit offerings confirmed at the time of hire. PPG: WE PROTECT AND BEAUTIFY THE WORLD™ Through leadership in innovation, sustainability and color, PPG helps customers in industrial, transportation, consumer products, and construction markets and aftermarkets to enhance more surfaces in more ways than does any other company. To learn more, visit www.ppg.com. We are customer champions. Proactive. Bold. Trustworthy. Everything we do starts with our customers. We listen, move fast and don't stop until we solve their biggest challenges. When our customers win, we all grow. We act with purpose and speed. Agile. Data-driven. Empowered. We take smart risks to stay ahead of the competition. We work proactively with agility, using quality data to develop solutions that create value. We are excellent operators. Productive. Collaborative. Accountable. No matter our role, we identify problems, take ownership and always bring solutions. We are both proactive and responsive to drive continuous improvement and deliver results. We support our frontline, the faces of PPG to our customers. We compete to win. Future-focused. Driven. Ambitious. We are passionate about growing our business and winning with our customers. We deliver results, embrace new technologies and leverage agility and speed as strengths. We are PPG proud. Strong. United. Passionate. We work safely, act with integrity and value our diverse perspectives. We celebrate achievements and take pride in the positive impact we create together to protect and beautify the world.