Team Lead, Warehouse Office

DSV • Torrance, CA

13d • Onsite

About The Position

The Team Lead is responsible for overseeing daily customer service operations, supporting and guiding Customer Service Agents, and ensuring a high level of service delivery. This role acts as a key point of escalation, collaborates cross-functionally with warehouse operations, Branch, and drives continuous improvement in customer satisfaction, efficiency, and accuracy.

Requirements

• High school diploma or equivalent required
• At least 3-5 years of experience in a warehouse or logistics environment, with at least 1-2 years in a supervisory or leadership role
• Experience with inventory management, shipping and receiving, and order fulfillment
• Strong leadership and interpersonal skills, with the ability to effectively communicate with staff, customers, and other stakeholders
• Solid understanding of warehouse operations, inventory management, and logistics processes
• Attention to detail and the ability to manage multiple priorities in a fast-paced environment
• Strong problem-solving and analytical skills
• Fluent in English (oral and written)
• Proficient in Microsoft Office and other relevant software applications

Nice To Haves

• Associate's or bachelor's degree in logistics, supply chain management, or a related field preferred
• Experience with warehouse management systems and inventory management software preferred

Responsibilities

• Provide day-to-day leadership, coaching, and support to Customer Service Agents to ensure consistent, high-quality service.
• Serve as the first point of escalation for complex customer inquiries, complaints, and service issues.
• Monitor workload distribution and prioritize tasks to meet service level expectations.
• Ensure prompt and professional responses to customer inquiries via phone, email, and in-person interactions.
• Oversee the investigation and resolution of customer complaints, discrepancies, and service failures in a timely manner.
• Identify root causes of recurring customer issues and work with internal teams to implement corrective and preventive actions.
• Proactively address potential service disruptions to ensure a seamless customer experience.
• Collaborate closely with warehouse operations, logistics, and sales teams to coordinate customer orders, inventory availability, and shipping schedules.
• Ensure customer orders are accurately entered, processed, and fulfilled according to customer specifications.
• Support agents in assisting customers with order placement, shipment tracking, returns, and exchanges.
• Ensure customers are educated on services, features, benefits, and value propositions.
• Communicate customer feedback and insights to relevant stakeholders to drive continuous improvement.

Benefits

• Information regarding DSV’s benefits offerings, including eligibility, coverage options, and plan details, is available through the DSV Benefits Showcase.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED