Lead - Customer Experience Account Specialist - Night Shift

Work Hours: 2nd Shift – Monday to Friday: 5:00pm - 2:00am. Work schedule could vary at times to help provide additional coverage as needed.

This position will be responsible for the Team Lead duties outlined below, alongside the scope of account specialist duties. Responsibilities include ensuring day to day accounts specialist activities are completed, leading the team in process improvement activities and acting as the point of contact for operations and IT to solve any immediate issues.

Customer Experience ICCS Supervisor

• Identify knowledge or training gaps on team and work with supervisor to plan training sessions accordingly.
• Work with team to identify issues or process gaps and help envision potential solutions and process changes.
• Assist supervisor in implementing new processes by ensuring changes have been fully communicated and the team has been trained.
• Ensure account specialist standard work for all desks is completed for each 2‑week work cycle.
• Complete daily/weekly team lead standard work.
• Meet with supervisor daily to review and update stand‑up meeting material, address ongoing issues and discuss any necessary changes to standard work.
• Update stand‑up meeting board and assist supervisor in facilitating day shift and night shift stand‑up meetings.
• Identify and notify Customer Experience Supervisor of issues, concerns, or policy infractions related to the Account Specialists (example include concerns with: skills, abilities, performance, attitude, company policy infractions, etc.).

• Regularly communicate with and respond to customer calls and emails
• Assist drivers with directions to facility as necessary
• Receive material into Warehouse Management System (WMS)
• Generate and process orders in the WMS
• Verify inventory on‑hand is sufficient to fill orders and notify customer of shortages
• Ensure proper rotation of inventory and that product sent to customers has adequate dates
• Prioritize, print, distribute, and collect paperwork for the dock to receive or load‑out trucks
• Reassign inventory as requested by warehouseman
• Review Bill of Ladings (BOLs) for accuracy and print as requested by warehouseman
• Scan completed paperwork to customer as required
• Record and review receipt and shipment/load details in WMS system to ensure accuracy and close out transactions as loads are complete
• Process and send electronic data interchange (EDI) communication as necessary to customer
• Organize and file completed paperwork
• Assist with reconciling inventory and correcting discrepancies
• Assist operations with locating missing pallets
• Import/export files to/from Excel to alleviate data entry and for analysis
• Confirm transaction charges are accurate

• A minimum of two years experience working with an enterprise‑level software package
• A minimum of three years experience with Microsoft Office (Word, Excel, Outlook)
• Experience working in a team environment and/or managing team members

• Organizational - ability to administer, organize, and file paperwork
• Communicative - ability to effectively and efficiently communicate via email and the telephone
• Computer Literacy – ability to operate a computer and willingness to learn and utilize Inter Change’s warehouse management system software
• Multi‑Tasking Capability – ability to handle more than one task at a time
• All applicants must complete an application to be considered.

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