Customer Relations Lead

Description

Customer Relations Lead

Greenwood Village, CO

June 2026

Position Summary 

The Customer Relations Lead is responsible for ensuring seamless customer lifecycle management, from onboarding through ongoing account support. This role serves as a critical link between Sales, Finance, and Customer Service, driving operational efficiency, data accuracy, and consistent reporting. The ideal candidate is highly detail-oriented, process-driven, and a go-to resource for customer operations and internal team support.

Key Responsibilities

Customer & Account Management

• Serve as the primary point of contact for key accounts, ensuring strong relationships and high levels of customer satisfaction
• Act as the internal escalation point for Customer Relations Representatives

Customer Onboarding & Setup

• Oversee customer onboarding, ensuring a smooth and efficient experience
• Manage test order processing and coordination across internal teams
• Manage new customer setup in NetSuite, including accurate data entry and account configuration
• Assign accounts to appropriate team members based on structure and capacity
• Perform and review customer credit checks to support risk management

Invoicing & Pricing Operations

• Maintain and oversee pricing structures, ensuring accuracy and consistency
• Approve invoicing to ensure alignment with pricing, contracts, and order details

Reporting & Analytics

• Manage and deliver recurring reports, including: 
• Weekly Sales Operations Metrics
• Mid-month Reporting
• Monthly Metrics
• Track performance trends and provide actionable insights to leadership
• Maintain and update the weekly Fuel Surcharge report

Compliance & Controls

• Oversee and maintain two ICFR (Internal Controls over Financial Reporting) controls
• Manage and support bi-monthly audit requests, ensuring documentation accuracy and timeliness

Process Ownership & Training

• Serve as the subject matter expert (SME) for customer operations processes
• Train and onboard new employees on systems, workflows, and best practices
• Continuously improve processes to enhance efficiency, accuracy, and scalability
• Act as the go-to resource for Customer Relations Representatives with process-related questions

Requirements

Knowledge

Customer & Account Management

• Knowledge of customer service principles and account management practices 
• Knowledge of business-to-business (B2B) customer relationship management 
• Understanding of customer onboarding processes and account setup requirements 
• Knowledge of sales support and order fulfillment processes 

Financial & Commercial Operations

• Knowledge of pricing administration and contract pricing structures 
• Understanding of invoicing and billing processes 
• Knowledge of credit review procedures and customer risk assessment 
• Understanding of order-to-cash workflows and related business impacts 

Systems & Technology

• Advanced knowledge of NetSuite or comparable ERP systems 
• Knowledge of CRM systems and customer master data management 
• Knowledge of reporting tools, spreadsheets, and data analysis techniques 

Compliance & Controls

• Understanding of Internal Controls over Financial Reporting (ICFR) 
• Knowledge of audit support requirements and documentation standards 
• Understanding of data accuracy, record retention, and financial control requirements 

Business Acumen

• Understanding of sales operations metrics and performance indicators 
• Knowledge of fuel surcharge calculations and pricing methodologies 
• Understanding of supply chain, logistics, and customer fulfillment processes 

Skills

Customer Relationship Skills

• Building and maintaining strong customer relationships 
• Managing customer issues and escalations effectively 
• Delivering exceptional customer service while balancing business requirements 

Leadership & Team Support

• Coaching and mentoring Customer Relations Representatives 
• Training new employees on systems, processes, and best practices 
• Delegating work and assigning accounts based on workload and capability 
• Influencing and coordinating work across functions without direct authority 

Operational Skills

• Customer onboarding and account setup 
• Pricing maintenance and administration 
• Invoice review and approval 
• Credit review and documentation management 
• Process documentation and standardization 

Analytical Skills

• Analyzing operational and customer performance metrics 
• Identifying trends, issues, and opportunities for improvement 
• Preparing recurring management reports and dashboards 
• Root cause analysis and problem-solving 

Systems Skills

• Advanced ERP navigation and transaction processing 
• Data validation and master data maintenance 
• Advanced Microsoft Excel skills (pivot tables, lookups, reporting, data analysis) 
• Report generation and dashboard maintenance 

Communication Skills

• Written and verbal communication with customers and internal stakeholders 
• Presenting findings and recommendations to leadership 
• Facilitating training and knowledge transfer 
• Managing difficult conversations professionally and effectively 

Abilities

Customer Focus

• Ability to build credibility and trust with customers and internal stakeholders 
• Ability to manage multiple customer priorities while maintaining service levels 
• Ability to resolve complex customer issues independently 

Organization & Execution

• Ability to prioritize competing demands and meet deadlines 
• Ability to manage multiple projects and recurring deliverables simultaneously 
• Ability to maintain a high degree of accuracy and attention to detail 

Leadership & Development

• Ability to lead through influence and serve as a team resource 
• Ability to develop others through coaching, training, and feedback 
• Ability to serve as the escalation point for complex customer situations 

Process Improvement

• Ability to identify inefficiencies and implement sustainable process improvements 
• Ability to develop scalable workflows and standard operating procedures 
• Ability to drive continuous improvement while maintaining control compliance 

Analytical & Decision-Making

• Ability to interpret data and convert findings into actionable recommendations 
• Ability to make sound decisions using incomplete information 
• Ability to identify risks and proactively implement corrective actions 

Compliance & Governance

• Ability to maintain and execute internal controls consistently 
• Ability to support audits and produce accurate documentation 
• Ability to ensure compliance with company policies and financial controls 

Education and experience

• High Degree of equivalent required, BA or BS in Business Administration, Supply Chain, Logistics, Operations highly preferred
• 2 years’ experience in a multi-faceted customer relations position required, preferrable in a manufacturing or industrial environment

Physical Requirements 

• Ability to perform work in both office and manufacturing plant environments. 
• Ability to remain in a stationary position (sitting or standing) for extended periods while working on a computer and participating in meetings. 
• Frequent use of a computer, keyboard, mouse, telephone, and other standard office equipment. 
• Ability to communicate effectively in person, by telephone, video conference, and email. 
• Ability to review, analyze, and enter data accurately using a computer and other electronic systems. 
• Ability to move throughout office and manufacturing facilities to attend meetings, conduct training, support onboarding activities, and collaborate with employees. 
• Ability to occasionally walk long distances within manufacturing and warehouse environments. 
• Ability to occasionally climb stairs and navigate industrial work areas safely. 
• Ability to occasionally lift and carry materials weighing up to 15 pounds, such as laptops, training materials, files, or office supplies. 
• Ability to travel occasionally by automobile or commercial airline to company locations, customer sites, conferences, or meetings. 
• Ability to work in a manufacturing environment where exposure to varying temperatures, noise levels, dust, and industrial equipment may occur; appropriate personal protective equipment (PPE) will be provided when required. 
• Ability to maintain regular and predictable attendance and work a schedule that includes both remote and onsite work as business needs require. 

Working Conditions

• Hybrid work arrangement with a combination of remote and onsite work. 
• Primarily office-based work with regular interaction with commercial, operations, accounting, and customer service teams. 
• Occasional visits to manufacturing facilities and customer locations. 
• Occasional travel, generally less than 10%.