Operations Specialist

Customer Service LeadIn this role, the Customer Service Lead provides a high level of customer service to internal and external customers by demonstrating prompt, and thorough attention to issues, requests and handling complaints. This position will oversee the day-to-day operations within an assign function, and is responsible for all aspects of Operations and Account Management. Mainly responsible for the leadership of direct reports as well as the attainment of daily operational goals within his/her assigned functional area Essential Functions:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.Responsible for driving customer satisfaction through the ownership of daily execution for designated branches, including Customer Service, Technical Support, Onboarding, order delivery, and warehousing.Managing customer distribution and capacity planning across the team to ensure the best possible experience for our customersProduce regular status reports that are appropriate for the audience to communicate with internal stakeholdersLead challenging projects with multiple workflows, with internal resources and third parties/vendors for successful executionEnsure all project activities and deliverables are completed on-time, within scope and budgetDrive training & change managementSpeaks with customers that require high-level escalationCapture and report data measuring CS practice KPIs across departmentsCapture and report data Customer Health scoring and CSS focusProactively manage resource plan to ensure resource availability and allocationDevelop and maintain detailed project plans to track and report progressPartnering with leadership on business forecasting and KPI reporting so we always know where we are relative to our goalsDaily, weekly, monthly retention reporting for all of our key business units, down to the individual levelDeveloping a full understanding of our customer health so we can detect early warning signs of churn, find the ideal onboarding process, and identify upsell opportunitiesManaging customer distribution and capacity planning across the team to ensure the best possible experience for our customersPartner with CSRs to understand their teams, business units, and goalsLearn all the existing systems, routines, and cadences that drive our Customer TeamsExamine and understand the full customer lifecycle of customerOther duties as assignedCore Behaviors: Demonstrate to comply with Custom Goods' Core Behavior:Servant LeadershipPassion for ExcellenceIntegrityResilientIntense Safety FocusTrustRequired Education and Experience:High school diploma or GED and 2-5 years related experience, with at minimum 2 years of direct supervisory experience3PL experience preferredExperience in a distribution/fulfillment environment is preferred.Proficient with Microsoft Excel and spreadsheets/Outlook/ Warehouse Management System (WMS)Have excellent oral and written communication skillsAbility to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors).Detail oriented with excellent follow-up practices.Must be able to be professional at all time and flexible with changing situations.Upholds organizational valuesAAP/EEO Statement: Custom Goods, LLC is committed to providing equal employment opportunities to all employees and applicants without regard to race, religion, color, sex, national origin, citizenship status, uniform service member status, age, disability, sexual and gender orientation, genetic information or any other protected status in accordance with all applicable federal, state and local laws. This commitment extends to all aspects of Custom Goods' employment practices including, but not limited to, recruiting, hiring, promoting, transferring, compensation, benefits, training, leaves of absence, termination, and other terms and conditions of employment.