Inside Sales Team Lead, Pipe & Fittings (Houston, TX)

Responsibilities

• Team Leadership & Talent Development
• Lead, coach, and develop a team of Customer Service Representatives to achieve service and performance goals.
• Conduct regular performance discussions, one-on-one meetings, and provide input for annual evaluations.
• Establish clear expectations, provide constructive feedback, and hold team members accountable for results and behaviors.
• Support employee development through training and mentoring.
• Assist with recruiting, onboarding, and training new team members.
• Foster a collaborative, high-performing work environment focused on engagement, accountability, and continuous improvement.
• Customer Service Operations
• Oversee daily customer service activities to ensure timely and accurate order processing and issue resolution.
• Monitor workload distribution, staffing coverage, and service levels to meet customer and business demands.
• Ensure compliance with company policies, pricing guidelines, contracts, and standardized processes.
• Maintain visibility of team performance, service risks, and operational challenges.
• Serve as the primary escalation point for complex customer issues and service interruptions.
• Customer Experience & Issue Resolution
• Drive consistent delivery of high-quality customer service across all customer interactions.
• Manage escalated customer concerns and lead resolution efforts to achieve positive outcomes.
• Conduct root cause analysis and implement corrective actions to prevent recurring issues.
• Promote proactive communication to minimize customer disruptions and improve satisfaction.
• Maintain oversight of key accounts and high-priority customer situations.
• Cross-Functional Collaboration
• Partner closely with Sales, Supply Chain, Logistics, Manufacturing, and Credit teams to support customer commitments and business objectives.
• Align customer service priorities with operational capabilities and inventory availability.
• Participate in cross-functional meetings and initiatives to improve service performance and demand planning.
• Advocate for customer needs while balancing operational requirements and business constraints.
• Performance Management & Continuous Improvement
• Analyze team and operational performance metrics to identify trends, opportunities, and risks.
• Drive process improvements that enhance efficiency, accuracy, customer satisfaction, and service consistency.
• Standardize best practices and ensure effective execution across the customer service team.
• Support implementation of system enhancements, process improvements, and operational initiatives.
• Promote a culture of continuous improvement, accountability, and operational excellence.
• Time and Attendance Management
• Review and approve employee timecards, ensuring accuracy and compliance.
• Approve overtime based on business needs and budget considerations.
• Manage and approve vacation requests, personal time, and other time-off requests.
• Ensure appropriate staffing levels and coverage at all times.
• Required Competencies
• Leadership & Accountability
• Demonstrated ability to lead by example with integrity, professionalism, and strong decision-making skills.
• Ability to drive accountability, manage performance, and inspire results.
• Communication & Relations

Benefits

Additional Information

Westlake offers you the potential to enrich your work life and career experience in an entrepreneurial environment. We work together to enhance peoples' lives through our products and presence in the communities in which we operate. Westlake Pipe & Fittings, a Westlake division ( NYSE:WLK ), is one of the largest polyvinyl chloride pipe and fittings manufacturer in North America. With 23 manufacturing and distribution locations, the company supplies gasketed, solvent weld and restrai ned joint pipes and a wide range of fittings for a diverse list of markets including municipal water and sewer, plumbing, water well, pool and spa, and agricultural and turf irrigation. Westlake Pipe & Fittings is an industry leader in product development with Certa-Lok® spline-lock technology and product systems that are focused on building A Better Foundation . To learn more, visit the website at WestlakePipe.com and follow us on LinkedIn and Facebook . Position Summary The Inside Sales/Customer Service Team Lead provides frontline leadership, coaching, and performance oversight for a team of Customer Service Representatives, ensuring exceptional customer service, operational excellence, and alignment with business objectives. This role is responsible for driving team performance, overseeing daily customer service operations, resolving escalated issues, and fostering collaboration across Sales, Supply Chain, Logistics, Manufacturing, and Credit teams. While the Superintendent retains ownership of formal disciplinary actions, the Team Lead serves as a key link between frontline customer service operations and organizational leadership, promoting a culture of accountability, continuous improvement, and customer-focused execution.

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