Customer Service Professional - Warehouse

Customer Service Professional - Warehouse

Computer World Services Corp (CWS) is seeking a detail-oriented and results-driven Customer Service Professional - Warehouse who is responsible for supporting IT asset management operations through the receiving, tracking, staging, distribution, and lifecycle management of IT hardware assets. This role ensures accurate inventory control, timely fulfillment of equipment requests, and high-quality customer service to internal users and IT support teams.

Key Tasks & Responsibilities

• Receive, inspect, and process incoming IT equipment and shipments.
• Maintain accurate inventory records of hardware assets, including desktops, laptops, and peripherals.
• Perform asset tagging, labeling, and tracking in asset management systems (e.g., ServiceNow).
• Stage equipment for deployment, refresh, and relocation activities.
• Support packing, shipping, and distribution of IT assets to end users and field locations.
• Fulfill service requests for IT equipment in coordination with Help Desk, MAC, and Windows desktop support teams.
• Provide status updates and communicate with users regarding equipment requests and deliveries.
• Address customer inquiries related to asset availability, delivery timelines, and returns.
• Ensure timely and accurate fulfillment of requests in accordance with SLAs.
• Maintain a high level of customer satisfaction through responsive and professional service.

Asset Lifecycle & Hardware Management

• Support the lifecycle management of IT assets, including intake, deployment, refresh, and disposal.
• Verify hardware configurations and ensure compliance with organizational standards.
• Assist with inventory audits, reconciliation, and reporting activities.
• Maintain documentation related to asset status, movement, and disposition.
• Ensure proper handling and secure storage of IT equipment.

Coordination & Support

• Coordinate with warehouse staff, IT teams, and vendors to ensure efficient operations.
• Support MAC (Moves, Adds, Changes) activities through staging and equipment preparation.
• Assist with large-scale deployments, refresh projects, and office moves.
• Ensure proper documentation of all transactions in ITSM/ITAM tools.

Process Compliance & Improvement

• Follow established procedures for inventory control, asset tracking, and security.
• Identify process gaps and recommend improvements to enhance efficiency and accuracy.
• Support compliance with IT policies, asset management standards, and audit requirements.
• Maintain clean, organized, and secure warehouse workspace.

Required Skills & Competencies

• Basic knowledge of IT hardware (desktops, laptops, peripherals)
• Familiarity with inventory or asset management systems
• Experience with ITSM tools (e.g., ServiceNow) preferred
• Strong attention to detail and organizational skills
• Excellent customer service and communication skills
• Ability to manage multiple tasks and meet deadlines

Preferred Qualifications

• Experience in federal or government IT environments
• Experience supporting IT asset management or deployment programs

Work Environment

• Warehouse and office environment
• Requires physical activity, including lifting and moving IT equipment
• May involve shipping, receiving, and handling of packages

Education & Experience Education

• Associate or Bachelor's degree in Information Technology, Supply Chain Management, or related field (or equivalent experience)

Experience

• 2-5 years of experience in warehouse operations, inventory management, or IT asset support
• Experience handling IT hardware and equipment preferred
• Experience supporting service request fulfillment or customer service operations

Certifications

• ITIL certification preferred.

Security Clearance

• Applicants must be able to obtain a Public Trust clearance

Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations. Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources.