Lead Customer Service Representative

Position Summary:

The Tier 3 Lead Customer Service Representative oversees and assists with the day-to-day activities as instructed by the Office Manager. CSR Lead acts as a "player-coach," monitoring and assisting the work of the office performing a variety of duties related to office, warehousing, transportation, and safety in the office. The Tier 3 Lead CSR also assists with implementing work procedures to increase productivity and improve service within the operation with the direction of the Office/General Manager. This role also includes Wave Planning responsibilities to optimize order release and workflow within the warehouse.

Reports To: Office Manager/General Manager

Direct Reports: Tier 1 and Tier 2 Customer Service Representatives

Primary Responsibilities:

• Communicate with co-workers and direct Supervisor to receive instructions and coordinate customer activities
• Engage other Customer Service Representatives and Warehouse Associates to ensure on-time and complete deliveries
• Develop, update, and share regular reports of facility performance with key internal audiences
• Communicate with co-workers and direct Supervisor to receive instructions and coordinate activities
• Ability to communicate with customers and outside vendors daily to achieve customer satisfaction
• Operate within the Warehouse Management System (WMS)
• Coordinate shipment to meet customer standards.
• Use warehouse management system to accurately schedule inventory for shipments in FIFO (First In, First Out) order per customer requirements
• Notify/Communicate with customers regarding any issues with shipment or scheduling
• Follow all standard operating and rules-of-thumb procedures for shipments and depletions of customer inventory
• Assemble and prepare outbound trucks in alignment with release specifications.
• Manage and coordinate expedite requests as operational needs arise.
• Create customer orders for warehouse team
• Prepare Bill of Ladings
• Work with warehouse team daily

• Review and release customer orders into waves based on priority, carrier schedules, and warehouse capacity
• Monitor wave progress and adjust as needed to ensure timely order fulfillment
• Coordinate with warehouse leadership to balance workload across shifts and resources
• Validate inventory availability before releasing waves to prevent shortages or delays
• Communicate wave status and any changes to internal teams and carriers
• Utilize WMS tools to optimize picking and shipping processes
• Troubleshoot wave-related issues and escalate when necessary
• Other duties may be assigned

Knowledge and Skill Requirements:

• Minimum 3-5 years distribution center or warehousing experience
• Experience leading people and managing high-performing teams
• Experience with WMS (Warehouse Management System) and Microsoft Office required
• Possess above average communication skills
• Be a self-starter, ability to work under minimal supervision
• Ability to work in a fast-paced environment
• High School Diploma or GED

Physical Demands:

The physical demands and/or work environment described here are representative of those that must be met or will be encountered by the employee while performing the essential functions of this job.

• Majority of the time spent at work will be in an office setting, sitting at a desk.
• Sitting for long periods of time.
• Minor lifting of office supplies, storage boxes up to 25lbs.
• Occasional climbing, crouching, kneeling.
• Must be non-allergic to the extent of being present in the building through the workday.

Work Environment :

The working conditions of this position reflect those of a standard warehouse environment to include:

• Working in close proximity to others
• Working indoors with varying temperature