Customer Service Team Lead – Warehouse Shift

• Build rapport and trust with clients by consistently delivering exceptional service
• Perform accurate and timely data entry of shipping, receiving, order, shipment, receipt, inventory, and adjustment information
• Process customer orders and manage order flow to fulfill daily requirements
• Coordinate inbound and outbound activity for assigned accounts
• Run and print shipments from the WMS
• Run stock reports to verify product availability
• Generate paperwork and information required for customer work orders
• Check orders for special requests, expedite and trace orders, and notify customers about merchandise activity
• Respond to customer requests, inquiries, and complaints regarding work orders, invoices, shipments, and inventory
• Follow up with other departments to ensure service standards are met
• Verify customer information and assure proper invoicing and credits
• Handle returned merchandise and ensure proper customer credit
• Coordinate special warehouse projects
• Mentor and train new and existing associates on distribution activities and standard operating procedures
• Assist with forklift operation and certification for associates
• Direct CSR team operations and assist with schedules, staffing, productivity sheets, and payroll-hour capture
• Assist the Supervisor with workforce levels, quality procedures, and effective job assignments
• Oversee shipping and receiving activity for the Customer Service Department
• Act as liaison between the warehouse, office, and customers regarding accounts, invoicing, and credit changes
• Prepare activity reports and research shipping and receiving discrepancies
• Maintain shipping, receiving, order, and customer-service documentation and records
• Ensure receiving and shipping documents are accurate and counts match supporting documents
• Operate computers, office machines, telephones, and related clerical systems
• Greet customers and visitors, route calls, take messages, assist drivers at the check-in window, and direct visitors
• Assist with warehouse cleanliness and inventory oversight
• Participate in safety programs and cross-train in other administrative functions
• Work overtime as dictated by business needs

• Must have a high school diploma or general education degree (GED)
• 1 year experience in Customer Service-related capacity
• Intermediate computer skills
• Proficient with MS Office Applications
• Knowledge of WMS functions
• English reading, writing, and verbal skills
• Business writing proficiency
• Intermediate mathematical skills to verify product quantities, count inventory, and perform related duties
• Strong attention to detail and accuracy
• Ability to accomplish job tasks in a timely manner
• Ability to perform duties with minimal supervision or guidance
• Ability to multitask
• Effective communication skills
• Ability to adapt to change and thrive in a stimulating, fast-paced work environment
• Ability to work in unregulated warehouse temperatures
• Ability to lift, carry, and push/pull 21–50 pounds
• Preferred: 1 year customer invoicing experience
• Preferred: 2–3 years customer service experience
• Preferred: 3–5 years manufacturing or distribution/logistics experience
• Preferred: 3–5 years basic math computations experience

Demonstrates strong customer service skills with a focus on effective communication, attention to detail, and the ability to manage order flow and inventory. Proficient in WMS functions and MS Office applications, with a solid foundation in data entry and documentation management.

• Customer Service Experience
• WMS Functions Knowledge
• MS Office Proficiency
• Data Entry Accuracy
• Attention to Detail

• Data Entry
• Order Processing
• Inventory Management
• Mathematical Skills
• Shipping Documentation
• Customer Invoicing
• Forklift Operation
• Warehouse Management
• Report Generation Order Flow Management

• Effective Communication
• Attention to Detail
• Multitasking Ability
• Adaptability
• Team Mentoring

• Forklift Certification

• Customer Service
• Logistics
• Distribution
• Manufacturing
• Warehouse Operations

• WMS
• MS Office Applications
• Office Machines
• Telephones