Customer Service Lead

Job Description

Job Description

Description:

In this role, you will support and help lead customer service operations by accurately processing orders, resolving inquiries in a timely manner, and upholding our commitment to exceptional service. This position will initially support our Walmart account; however, responsibilities may evolve as the business grows. You will report directly to the Customer Service Manager.

What We Offer

• Monday–Friday schedule
• Hours: 7:00 AM – 3:30 PM
• 401(k) plan with company match
• Annual performance reviews
• Annual bonus opportunities
• Comprehensive benefits package (medical, dental, vision, life insurance, and FSA) available after 30 days
• Paid time off begins after 30 days
• Employee discount on company products

Key Responsibilities

• Manage and respond to incoming customer inquiries professionally, ensuring all issues are addressed within 24 hours.
• Accurately enter customer purchase orders into SAP within 24 hours of receipt.
• Review all purchase orders to ensure complete accuracy in data entry.
• Ensure on-time or early delivery of all customer orders.
• Provide high-quality support across billing, order management, and issue resolution.
• Gather and analyze customer information to assess needs, resolve issues, and reduce repeat inquiries.
• Share relevant customer insights and trends with the sales team.
• Prepare and distribute customer-related reports as needed.
• Coordinate with internal departments to set up new customer accounts promptly.
• Process customer returns within 48 hours to ensure prompt credit issuance.
• Collaborate effectively with internal teams as well as Walmart and Sam’s Club partners.
• Analyze inventory and sales data to drive optimal on-time and in-full (OTIF) performance.

Requirements:

• 5+ years of experience in a customer service or customer service administration role
• Demonstrated leadership ability
• Strong analytical skills with the ability to interpret data and communicate insights
• close attention to detail and accuracy
• Ability to thrive in a fast-paced environment
• Excellent time management and organizational skills

Preferred Qualifications

• Experience with SAP, Microsoft Outlook, Excel, and Word
• Familiarity with Walmart systems (e.g., Scintilla, Supplier One) is a plus
• Prior experience in food manufacturing strongly preferred
• Experience working with Walmart is a plus

Physical & Mental Demands

This role requires prolonged sitting, frequent use of hands, and clear communication. Occasional standing, walking, stooping, or reaching may be required. Vision requirements include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The position also requires strong problem-solving and critical thinking skills, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment. The individual must demonstrate a high level of attention to detail, frequent decision-making, and the ability to analyze data and interpret trends. Success in this role depends on maintaining focus, adaptability, and responsiveness while handling a high volume of tasks and shifting priorities.

Work Environment

Work is performed in an indoor environment with protection from weather conditions; however, temperatures may vary.