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Customer Support Team Lead
Dmsi Software
Overseeing and enhancing customer support operations including managing customer issues, team training, and quality assurance.
19d ago
Experienced (8-12 years), Expert & Leadership (13+ years), Intermediate (4-7 years)
Full Time
Omaha, NE
Office Full-Time
Company Size
224 Employees
Service Specialisms
Software Development
Enterprise Resource Planning (ERP)
Supply Chain Management
Business Analytics
Technology Consulting
Data Integration
Inventory Management
Customer Relationship Management (CRM)
Sector Specialisms
Building Materials
Lumber
Hardwood
Roofing
Role
What you would be doing
- Coordinate training programs to onboard new team members and continuously enhance the skills of existing team members.
- Collaborate with cross-functional leaders with internal and external initiatives.
- Utilize relevant metrics to drive proactive issue prevention and continuous enhancement initiatives.
- Monitor and respond to customer escalations and facilitate incident management.
- Foster a positive, collaborative team culture focused on customer satisfaction and continuous improvement.
- Participate in the recruitment process for customer service representatives.
- Comply with performance evaluation systems, provide constructive feedback, and support career development paths for each team member.
- Conduct root cause analysis, implement procedural changes, and prevent recurrence.
- Foster a proactive support environment to prevent potential customer challenges.
- Oversee the resolution of customer issues, ensuring that problems are addressed promptly and effectively.
- Be an advocate of the customer, coordinating activities to deliver solutions and services throughout the organization.
- Infuse a customer-centric approach into the team's culture.
- Coordinate directly with stakeholders to ensure high-level customer satisfaction.
What you bringBenefits
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearance- the company may perform background checks on candidates for this position.
Company
Overview
Founded in 1976
Company founding year
The company was established in Omaha by tech enthusiasts for a local lumber yard.
$35M Annual Revenue
Annual revenue figure
The company generates approximately $35 million in annual revenue, supported by a dedicated development and support team.
2019 Acquisition
Sterland Computing acquisition
In 2019, the company acquired Sterland Computing to adapt their web-based ERP system for North America.
2021 Expansion
eLIMBS acquisition
In 2021, the company expanded into hardwood logging and sawmill operations by acquiring eLIMBS and integrating mobile tally-app tools.
- Family‑owned and fiercely customer‑focused, they’ve grown while keeping support tailored to building‑materials businesses.
- Flagship products include Agility ERP, Frameworks ERP, and DMSi Log—designed for distributors, dealers, millwork, and lumber operations.
- Typical projects involve end‑to‑end system rollouts: inventory, POS, job‑site delivery, accounting, and e‑commerce portals.
- They serve hundreds of dealers and thousands of users across North America, integrating modern cloud, mobile, and API‑based tech.
Customer Service
Focus on Relationships
The company prioritizes providing outstanding customer service and building long-term relationships.
Transparency
Core Values
The company takes pride in being transparent, honest, and direct.
Creativity
Work Environment
The company fosters an environment that encourages creativity, growth, and collaboration.
Continuous Learning
Innovation
The company is committed to continuous learning and developing innovative solutions.
Accountability
Results-Oriented
The company values accountability and delivers results that make a difference.
- Committed to reducing its environmental impact by implementing sustainable practices in operations.
- Encourages energy-efficient solutions in product development and business processes.
- Does not currently specify a formal net-zero target date or other environmental results on public platforms.
- The company is focused on creating an inclusive environment but does not provide specific gender-related statistics or explicit DEI goals on their website or LinkedIn page.
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