CUSTOMER SERVICE LEAD SKILLS, EXPERIENCE, AND JOB REQUIREMENTS

Published: Feb 03, 2026 - The Customer Service Lead brings experience leading teams, strong leadership capability, and the interpersonal skills needed to work effectively with customers and employees at all levels. This role requires clear communication, the ability to influence and develop team members, proven success navigating change, and sound analytical judgment for problem-solving and decision-making. The leader also connects day-to-day activities to desired outcomes and ensures team performance aligns with organizational goals.

Summary of Customer Service Lead Knowledge and Qualifications on Resume

1. BS in Marketing with 7 years of Experience

  • Able to perform data analysis and verification.
  • Proficient in Metrics and Reporting and MS Office, including MS Excel, Word, and PowerPoint.
  • Able to develop and maintain good working relationships with others.
  • Able to take initiatives, a team player.
  • Able to act confidently in uncertain circumstances, works effectively in ambiguous situations.
  • Must have a positive, energetic, enthusiastic attitude.
  • Proven problem-solving skills.
  • Ability to think critically and use a logical approach to determine the best solution/innovative ideas in ambiguous situations where minimal information is provided.
  • Experience in a Team Lead role or similar, overseeing and developing operational teams.
  • Must have advanced Excel and English C1.
  • Must be passionate about Salesforce and sales with deep subject matter expertise in both.
  • Salesforce experience with management experience.
  • Experience recruiting and hiring candidates for a high-performance operations team.
  • Demonstrated experience forecasting new opportunities, setting goals, and monitoring the team's performance.

2. BA in Communication Studies with 3 years of Experience

  • Strong oral and written communication skills.
  • Ability to work independently in a multi-division, fast-paced environment.
  • Experience with Microsoft Office Suite software (Excel, Word, Access, and Outlook).
  • Proven ability to resolve problems independently and act promptly.
  • Ability to pay attention to detail.
  • Excellent organizational and time management skills.
  • Ability to make sound decisions, with customer and business interests in mind.
  • Experience in North America Customer Service CTC/FSS at a Senior CSA II level.

3. BS in Management with 4 years of Experience

  • Work experience from the back of a customer service operation in the supply chain.
  • Must have operational team handling experience.
  • Able to be customer-oriented, Accountable, a proactive thinker, and flexible.
  • Good analytical skills.
  • Must be conversant in handling cash-related transactions and reporting functions.
  • Good communication skills.
  • Excellent organization and time management skills.
  • In-depth understanding of processes and data analytical skills.
  • Ability to monitor operational KPI tracking.
  • Must have system proficiency in SAP and ( BI).
  • Expertise in MS Office.

4. BA in Business Administration with 2 years of Experience

  • Good communication skills in written and spoken English and Vietnamese.
  • Relevant professional experience, preferably as a first responder, incident responder, customer service, or customer relations.
  • Must have a real passion for helping others and crafting customer service experiences that exceed users' expectations.
  • Ability to troubleshoot problems and find speedy resolutions.
  • Skilled at handling multiple issues at once to efficiently prioritize and solve a large number of inquiries.
  • Must be passionate about great customer experience.
  • Able to be calm and collected.
  • Able to be patient and attentive.

5. BA in Psychology with 4 years of Experience

  • Proficient in CRM/ECC/SAP.
  • Prior customer service experience, preferably within Ecolab.
  • Experience as Lead Customer Service Agent functions and/or relevant customer service, order management, and/or leadership.
  • Excellent attendance and punctuality record.
  • Independent decision-making experience.
  • Excellent oral and written communication.
  • Experience working with International Affiliates and International contacts/Ports.
  • General knowledge of logistics and transportation, transport and bill of lading documentation.
  • Experience in North America Customer Service.
  • Proficient in Microsoft Office (Outlook, Word, Excel) and computer skills.
  • Ability to be enthusiastic, professional, and courteous.
  • Ability to work independently in a fast-paced environment.
  • Knowledge of Ecolab's policies and procedures.
  • Able to pay attention to details, excellent organizational and time management skills.
  • Proven ability to resolve problems independently and take appropriate action promptly.

6. BS in Hospitality Management with 6 years of Experience

  • Previous experience leading teams/personnel.
  • Must have strong leadership skills.
  • Ability to influence others, develop team members and manage conflict.
  • Proven ability to effectively lead through change.
  • Effective oral and written communication skills.
  • Demonstrated ability to link specific activities to desired results.
  • Proven interpersonal skills to interact effectively with customers and employees of all levels within the organization.
  • Ability to use appropriate analysis, judgment and logic when solving problems and making decisions.

7. BS in Information Systems with 2 years of Experience

  • Proficient in typing, Word, Excel, PowerPoint, and internet skills.
  • Proficient in Gmail, Google Drive, Google Docs, and Google Calendar.
  • Proficient in social media.
  • Ability to prioritize and manage shifting responsibilities.
  • Must be a team player and get along with other team members.
  • Able to have a warm, engaging, and inviting personality.
  • Must love talking to people on the phone and in person.
  • Able to follow up with leads appropriately.
  • Able to motivate to provide excellent customer service and experience.
  • Great time management skills.
  • Strong familiarity with CRMs (Podio).

8. BA in Human Resource Management with 7 years of Experience

  • Must have lead or managerial experience.
  • Experience coordinating between various departments.
  • Able to be flexible to work on month-end closing deadlines and lead the team to success.
  • Experience in industrial supply.
  • Proficient in MS Word, Excel, PowerPoint, and Access.
  • Strong interpersonal skills.
  • Excellent written and oral communication skills.
  • Experience in an operations environment and/or team lead experience.
  • Must have business drive and thorough experience and understanding of Supply Chain methods and principles (Lean, S&OP, Demand control).
  • Strong listening and planning skills to understand customer needs and influencing skills to achieve business objectives.
  • Fluent in English and Dutch (writing and speaking), with knowledge of other languages.

9. BA in Communication Studies with 4 years of Experience

  • Experience with training and/or coaching of peers.
  • Strong attention to detail.
  • Ability to input multiple data transactions daily into an ERP system with high accuracy.
  • Understanding of consignment and third-party vendor management.
  • Project management experience, Lean Six Sigma certifications.
  • Understanding of customer hierarchies, complex pricing structures and set-ups.
  • Must have ERP experience.
  • Managerial experience leading a team of customer service or relevant experience.
  • Strong problem-solving and analytical skills.
  • Able to communicate effectively in English to communicate and collaborate with stakeholders.
  • Ability to prioritize, multi-task and work to deadlines.
  • Ability to be eager to learn and strive for excellence.