1st Shift Lead Customer Service Representative
About The Position
The Lead CSR serves as the primary point of contact for daily customer service operations and acts as a lead resource for the customer service team. This position supports the coordination of workflow, customer communications, issue resolution, reporting, and training, while helping ensure service levels, accuracy, and efficiency are met. The Team Lead CSR is a hands-on role designed to bridge the gap between Senior Customer Service Representative and Customer Service Supervisor, providing leadership without full supervisory authority. This position is expected to set the standard for quality, teamwork, communication, and accountability.
Requirements
- Must have a working knowledge of Microsoft Office Software, basic typing skills, familiarity with ten-key and the ability to operate the facility’s Warehouse Management System.
- Gives and welcomes feedback; contributes to building a positive team spirit; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed. Willing to help others when own tasks are completed.
- Writes and speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings. Documents timelines accurately.
- Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.
- Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
- Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
- Follows instructions and responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.
- Two (2) or more years of related Warehousing & Distribution experience and/or training in a similar role.
- This related experience may be substituted for degree, or equivalent combination of education, training, and experience.
Responsibilities
- Serve as the lead contact for assigned customer accounts and internal customer service questions.
- Support daily workflow distribution and help ensure tasks are completed accurately and on time.
- Assist with training, mentoring, and onboarding customer service staff on systems, procedures, and account requirements.
- Monitor receipts, shipments, inventory activity, and reporting accuracy in the WMS and related tracking tools.
- Help maintain customer-specific SOPs and ensure staff are aware of current procedures.
- Support issue resolution and escalate complex concerns to the Customer Service Supervisor as needed.
- Assist with billing, invoicing, and documentation accuracy to ensure customer and company requirements are met.
- Help prepare daily, weekly, and monthly reports and verify data accuracy.
- Partner with warehouse operations and management to support service expectations and customer satisfaction.
- Serve as an example of professionalism, teamwork, and accountability for the customer service team.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
