Office Administrator & Customer Service Representative Lead

Job Description

Job Description

About Company

1 Click Logistics, founded in 2018, is a third-party logistics (3PL) provider committed to delivering exceptional service in distribution, warehousing, transportation, and innovative logistics solutions. With locations in Sparks, Nevada; Sacramento, California; Dayton, Ohio; and Hagerstown, Maryland, we are strategically positioned to serve customers across the U.S. Our mission is to serve our customers, team, and community while fostering a unique, employee-centered culture.

Our comprehensive services include warehousing and distribution, retail and e-commerce fulfillment, and transportation management, all designed to streamline operations and reduce costs for our customers. We also provide value-added services, such as re-packaging, labeling, and light assembly, to meet specific customer needs. Utilizing advanced technology, our web-based Warehouse Management System (WMS) and integrated Electronic Data Interchange (EDI) connect seamlessly with major retailers, ensuring transparent and efficient operations.

Our ability to serve some of the world’s largest retailers, including Walmart, Target, Costco, and Home Depot, reflects our commitment to quality and efficiency. At 1 Click Logistics, we prioritize our employees’ well-being, fostering a supportive and inclusive work environment that empowers our team to provide the exceptional service our customers expect and contribute positively to our community.

Job Summary

The Customer Service Representative Lead (CSR Lead) is a key member of our team in providing client satisfaction, ensuring our customer service team consistently delivers high-quality support. This role demands effective leadership to guide and motivate the team, superior communication to handle escalated customer issues, and a collaborative mindset to work with cross-functional teams. Additionally, the position requires excellent problem-solving skills, attention to detail, and a proactive approach to resolving customer issues.

Duties and Responsibilities

• Provide leadership and direction to a team of customer service representatives.
• Foster a positive and collaborative work environment, encouraging open communication and teamwork.
• Answer emails to resolve any inquiries that customers may have.
• Answer phone calls to help support any inquiries that customers may have.
• Support operations with paperwork, order preparations, system shipping support, etc.
• Organize projects requested by customers and operations team. 
• Assist customers and operations with transportation scheduling. 
• Proactively identify and resolve potential issues before they escalate.
• Assist team members in handling escalated customer inquiries and complex issues, ensuring prompt and effective resolution.
• Act as a point of contact for customers with urgent concerns or complaints, providing empathetic and efficient solutions.
• Foster a culture of collaboration between customer service representatives and other departments, promoting cross-functional teamwork to address customer needs effectively. 
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the CSR Manager.
• Performs other duties as assigned.

Required Skills and Abilities

• Analytical and problem-solving skills.
• Ability to self-start and prioritize workload.
• Ability to prioritize tasks.
• Ability to manage multiple projects at once and deliver on tight deadlines.
• Strong computer proficiency and technical aptitude with proficiency in utilizing various programs including but limited to MS Office products.
• Extreme attention to detail and organization skills.
• Customer service-oriented, collaborative nature, and a strong work ethic.
• Excellent communication and writing skills.
• Ability to answer a high volume of calls and emails.
• Ability to work with all levels of company employees.
• Ability to work in an office and warehouse setting.
• Ability to work independently and with a team. 

Education and Experience

• High School Diploma, GED, or equivalent.
• A minimum of three years of working customer service. 
• At least one year in a leadership or supervisory role.
• Knowledge in using WMS and/or TMS.
• Previous warehouse experience. 

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer. 
• Must be able to lift 25 pounds at times.

1 Click Logistics is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.