Customer Service Specialist

Team Lead, Warehousing Client Services

Estes Forwarding Worldwide (EFW) is a leading domestic and international freight forwarder in the United States, providing customized logistics and warehousing solutions for clients around the world and across all industries via air, ground, and ocean freight. A subsidiary of Estes Express Lines with corporate located in Richmond, Virginia, EFW is uniquely backed by Estes Express Lines' extensive line haul network providing EFW clients with a hybrid transportation network. The company has received industry awards, including Specialty Carrier of the Year and E-Commerce Delivery Carrier of the Year, and has been recognized by Global Trade Americas as a leading 3PL to watch.

We are proud to offer highly competitive pay and a comprehensive benefits package, including:

• Paid vacation, sick time, and holidays
• 401(k) plan with company match
• Medical, dental, and vision insurance
• Short- and long-term disability plans
• Life and accidental death & dismemberment insurance
• Job referral bonus program
• Position Pay Range: $25.00 - $29.00 per hour

The primary duty of the Team Lead, Warehousing Client Services is to communicate directly with customers & carriers to coordinate incoming deliveries and outgoing shipments. The Team Lead, Warehousing Client Services is also responsible for leading all Coordinator, Warehousing Client Services and assisting supervisors with managing day-to-day activity deliveries and shipments. The Team Lead, Warehousing Client Services must work in a team environment to accomplish work assignments and delegate work to all Coordinator, Warehousing Client Services.

To perform this job successfully, an individual must satisfactorily perform each essential duty. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential duties.

• Oversee a team of Coordinator, Warehousing Client Services, and ensure day-to-day responsibilities are completed correctly and timely.
• Train new Coordinator, Warehousing Client Services on job responsibilities.
• Must be readily available to assist the Coordinator, Warehousing Client Services team with questions and help with any escalated customer or driver concerns.
• Engage in solutions-based communication with clients.
• Interface directly with the warehouse team to ensure accurate and timely processing of orders and receipts.
• Process transactions in the Warehouse management system to complete receipts/ shipments/ inventory transfers.
• Perform cycle counts in the warehouse and investigate any inventory discrepancies.
• Adhere to Warehousing best practices and standard operating procedures
• Drive continuous improvement within the organization through collaboration with site managers.
• Proficient in the warehouse management system WMS.
• Identify trends, key issues, and successes through data analysis and customer feedback.
• Recognize opportunities for enhancing and expanding EFW client relationships. Respond to client inquiries quickly and efficiently.
• Provide prompt and professional customer service to new leads and prospects.
• Proactively engage customers to build rapport and ask for new opportunities.
• Follow up opportunities to receive feedback and continuously improve the process.
• Act as a liaison between clients, warehouse operations, and administration.
• Coordinate with appropriate operations personnel to source transportation for secured moves.
• Work with operations personnel to make sure specific client expectations are met.
• Provide clients with proactive notification of deliveries or service issues to ensure continuous communication.
• Direct drivers to appropriate docks.
• Handle data entry of orders, receipts, shipments, and BOLs.
• Assist with resolving escalated client issues.
• Continually develop market and industry knowledge to facilitate success.
• Look for ways to continuously improve processes.
• Develop and use collaborative relationships to accomplish work goals.
• Comply with company C-TPAT and TSA security procedures.
• Perform other duties as assigned.

The qualifications listed below are representative of the minimum knowledge, skill, and/or ability required.

SKILLS AND ABILITIES

• Intermediate proficiency in Microsoft Office, internet, web-based, and job-specific software applications.
• Must have excellent written and oral communication skills.
• Strong organizational skills and close attention to detail.
• Ability to work independently and remain self-motivated with minimal direct supervision.
• Ability to write comprehensive and detailed business correspondence.
• Ability to work with groups of people such as other departments and communicate known concepts.
• Ability to solve problems with a variety of concrete variables through semi-standardized solutions that require some ingenuity and analysis.
• Ability to draw inferences and follow prescribed and detailed procedures to solve moderately complex problems.
• Must pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background check.
• Must be eligible to work in the United States.
• At this time, EFW will not sponsor a new applicant for employment authorization for this position.
• Estes Forwarding Worldwide Warehousing offers an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, ethnicity, color, creed, religion, national origin, age, disability status, protected veteran status, marital status, sexual orientation, gender identity or expression, or any other legally protected status.

SUPERVISION

The position functions with supervision and has no direct reports. Carry out lead responsibilities in accordance with the organization's policies and applicable laws. Responsibilities may include training employees, assigning and directing work, addressing complaints, and assisting supervisors with resolving problems.

EDUCATION/EXPERIENCE

Minimum of a Bachelor's degree (or equivalent) and 2-5 years of experience in Transportation or Warehousing preferred. However, a combination of experience and/or education will be taken into consideration.

LICENSES/CERTIFICATIONS

None required.

TRAVEL

None required.

PHYSICAL DEMANDS

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

Typically sitting at a desk or table. Intermittently sitting, standing, walking or stooping

WORK ENVIRONMENT

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

Normal office situation. While performing the duties of this Job, the employee is also regularly in the warehouse exposed to moving mechanical parts. The employee is frequently exposed to wet and/or humid conditions and extreme cold and/or heat. The employee is occasionally exposed to high, precarious places; fumes or airborne particles; toxic or caustic chemicals; outside weather conditions; risk of electrical shock and vibration. The noise level in the work environment is usually loud.

EFW is an Equal Opportunity Employer, Minorities/Female/Disabled/Veteran.