Team Lead, Warehouse Office

Team Lead, Warehouse Office

Torrance

Nearest Major Market: Los Angeles

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.

Duties and 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.

Educational background / Work experience:

• High school diploma or equivalent required
• Associate's or bachelor's degree in logistics, supply chain management, or a related field preferred
• 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

Skills & Competencies:

• 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)
• Computer Literacy: Proficient in Microsoft Office and other relevant software applications
• Experience with warehouse management systems and inventory management software preferred.

Physical and/or Mental Requirements / Working Conditions:

Physical Demands: Work is generally sedentary, with no specific need for physical coordination or effort. May require physical effort associated with using the computer to access information, or occasional standing, walking, lifting needed to carry out everyday activities. Hours can be extensive as well as occasionally staggered for multi-shift access. While performing the duties of this job, the employee uses his/her hands to finger, handle or feel objects, tools or controls; reach with hands and arms; stoop, kneel, or crouch; talk or hear. The employee uses computer and telephone equipment. Specific vision requirements of this job include close vision and distance vision. Minimal travel maybe required for this role domestically and internationally.

Work Environment: While performing the duties of this job, the employee rarely is exposed to fumes or airborne particles, toxic or caustic chemicals. The noise level in the work environment is usually low to moderate.

At Will Employment: DSV Air & Sea Inc. employees are hired for an undefined period of time as "at will" employees. This means that an employee may be terminated for any reason, or no reason at all, at any time, provided the discharge does not violate any law*. Additionally, each employee has the right to terminate his/her employment at any time. *Except if employed in Montana, where termination requires just cause.

Expected base pay range is $23.58 $29.47 Hourly. Actual compensation will be determined based on job-related factors such as relevant experience, skills, education, certifications, and geographic location, in accordance with applicable laws and company policy.

Information regarding DSV's benefits offerings, including eligibility, coverage options, and plan details, is available through the DSV Benefits Showcase. Benefits, programs, and eligibility may vary by location and division in accordance with applicable state and local laws.

DSV is an equal employment opportunity employer. Candidates are considered for employment without regard to race, creed, color, national origin, age, sex, religion, ancestry, disability, veteran status, marital status, gender identity, sexual orientation, national origin, or any other characteristic protected by applicable federal, state or local law.