Customer Relations Lead

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