Warehouse Customer Service Team Lead

GEODIS Career•Edison, NJ

About The Position

The Warehouse Customer Service Team Lead tracks freight shipments from multiple warehouses to their destinations using warehouse management systems and a web-based visibility portal. The role leads customer service activities, including responding to inquiries, processing orders, and handling complaints. It provides guidance and support to Customer Service Representatives and coordinates with customers, distributors, transportation departments, warehouses, and account customer service teams to resolve issues and maintain service quality. The position also coordinates time-sensitive shipping requests, traces orders, verifies invoices, maintains customer files and account procedures, and prepares customer service reports. For food accounts, the incumbent must report food safety problems to senior management. Other duties may be assigned as required. The stated duties are considered essential functions and may be performed with reasonable accommodation.

Requirements

High school diploma or GED required.
At least 3 years of related experience, or an equivalent combination of education and experience.
Experience with Synapse operating systems and warehouse management systems.
Computer literacy and experience with Microsoft Outlook, Word, and Excel.
Excellent written and oral communication skills, including the ability to present information and respond to questions from managers, customers, and coworkers.
Ability to write reports, business correspondence, and procedure manuals.
Ability to solve practical problems and handle varied situations with limited standardization.
Ability to interpret instructions provided in written, oral, diagram, or schedule form.

Nice To Haves

Two-year college degree preferred.

Responsibilities

Track the full timeline of customer orders in warehouse management systems, such as Mercury Gate, Synapse, and Red Prairie.
Communicate order status to customers, distributors, transportation departments, and warehouses.
Work with account customer service groups and distributors to resolve warehouse and transportation service issues.
Provide leadership, problem-solving assistance, guidance, and support to Customer Service Representatives.
Interact with customers by phone, email, or in person; receive orders and service changes.
Address complaints about billing or services and refer service failures to designated departments for investigation.
Coordinate special, last-minute shipping requests with transportation departments and expedite orders as needed.
Trace orders and notify customers about merchandise activity, shipping, and tracing information.
Verify computer-generated invoices to ensure proper account invoicing.
Respond courteously and efficiently to customer inquiries and complaints concerning receipts, invoices, shipments, inventory counts, and other matters.
Report customer feedback and signs of dissatisfaction to management.
Act as a liaison between the warehouse and customers in account administration, and between the office and customers regarding invoicing and credit changes.
Complete order-related paperwork and maintain customer files.
Maintain an accurate procedure book detailing processing requirements for each account.
Prepare reports concerning customer service activities and perform other customer service and company-related duties as necessary.
Notify management of customer-requested changes to shipping, handling, or administrative characteristics.
For food accounts, report food safety problems to senior management so action can be initiated.

Benefits

Fair pay; some positions include bonus opportunities.
Access to earned pay on demand.
No-cost telemedicine access from day one.
Healthcare, dental, and vision benefit options at affordable costs after a short waiting period.
Paid holidays and time off.
Short-term disability.
New parent leave.
Safe, clean, and healthy work environment.
Career advancement support; the company reports promoting about 10% of warehouse workers each year.
One-time grants through the GEODIS Compassion Fund for teammates affected by unexpected catastrophes.
Opportunities to volunteer in the community or donate to the GEODIS Foundation or GEODIS Compassion Fund.
Inclusive culture and opportunities to participate in Employee Resource Groups and cultural activities.