Lead Service Associate

The Lead Service Associate manages the delivery and deployment of contracted services to customers to ensure Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are achieved or exceeded. This position supports business operations through collaboration with customers, vendors, and internal teams while overseeing daily facility activities related to inventory management, order fulfillment, staffing, compliance, safety, security, and customer satisfaction.

The Lead Service Associate performs hands-on operational work, provides guidance to less experienced employees, supports financial planning activities, and identifies opportunities to improve operational efficiency, effectiveness, and service capabilities. The role may support field stocking locations, agent locations across multiple geographic regions, and provider network operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to, the following. Other duties may be assigned.

• Coordinate daily warehouse activities and operational performance with the facility supervisor and management team.
• Act as a lead resource by coordinating, reviewing, and checking the work of team members while providing training and guidance.
• Utilize warehouse management systems (WMS) software to perform inbound operations, outbound operations, inventory control, and reporting functions.
• Utilize RF scanners to accurately process inventory transactions and warehouse activities.
• Operate material handling equipment (MHE), including pallet movers, stand-up forklifts, high-lift reach trucks, and order pickers.
• Ensure inventory transaction accuracy while maintaining compliance with safety, quality, and operational standards.
• Identify and recommend opportunities to improve operational efficiency, effectiveness, profitability, and customer satisfaction.

SUPERVISORY RESPONSIBILITIES

Acts as a lead by coordinating workflow, monitoring task completion, providing training, and reviewing the work of less experienced associates. This position does not have formal supervisory responsibilities, including hiring, disciplinary action, performance management, or termination authority.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SPECIAL SKILLS AND ABILITIES

• Advanced knowledge of distribution, warehouse, logistics, and inventory management operations.
• Proficiency using Warehouse Management Systems (WMS) and Radio Frequency (RF) scanning technology.
• Ability to operate material handling equipment safely and efficiently.
• Ability to work independently with minimal supervision.
• Strong leadership, coaching, and team coordination skills.
• Knowledge of inventory control, cycle counting, order fulfillment, and quality assurance processes.
• Strong customer service and relationship management capabilities.
• Proficient in Microsoft Office applications, particularly Excel.

EDUCATION and/or EXPERIENCE

High School Diploma or GED required. Associate's degree in Business, Supply Chain, Logistics, Operations Management, or a related field preferred.

Three (3) or more years of experience in distribution, warehouse, logistics, supply chain, or operations environments preferred. Experience supporting customer-facing operations and performance metrics preferred. Experience with inventory management systems and operational reporting preferred.

CERTIFICATES, LICENSES, REGISTRATIONS

Forklift or powered industrial equipment certification preferred or the ability to obtain certification upon hire.

LANGUAGE and COMMUNICATION SKILLS

Ability to read and interpret documents written in English to an above-average competency, such as requests for proposals, agreements, bid solicitations, scopes of work, rules, operating and procedure manuals.

Ability to effectively communicate with customers, vendors, management, and employees in both verbal and written formats.

Ability to prepare reports, correspondence, and operational documentation.

MATHEMATICAL SKILLS

Ability to work with mathematical concepts such as probability and statistical inference and apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Ability to perform basic financial forecasting, budgeting, allocations, and inventory calculations.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Ability to evaluate operational issues, determine appropriate corrective actions, and implement effective solutions.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand, walk, reach with hands and arms, bend, stoop, lift, talk, and hear. The employee may be required to lift and/or move materials weighing up to 70 pounds. The employee may operate powered industrial equipment and perform warehouse-related activities for extended periods of time.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position operates in both office and warehouse/distribution environments.

The employee may be exposed to moving mechanical equipment, warehouse traffic, and varying temperatures.

The noise level in the work environment is usually moderate.

Travel between facilities or customer locations may be required periodically.

SKILLS ASSESSMENT

Qualified candidates will be required to demonstrate skill proficiency as listed below within the first 30 days of hire. Candidates requiring accommodations in order to complete the assessment should request them from Human Resources.

EEO, including disability/vets