Job Description

Customer Service Lead

As the Customer Service Lead, you will be responsible for leading a team of Customer Service Representatives (CSRs) and overseeing daily order fulfillment activities to ensure customer orders are processed accurately, efficiently, and within established service level agreements (SLAs). You will manage workload distribution, monitor team performance, provide coaching and training, resolve customer escalations, and drive continuous process improvements to enhance customer satisfaction and operational effectiveness.

You will serve as the primary point of contact for customer service operations and work closely with Operations, Warehouse, Transportation, and Account Management teams to ensure seamless order fulfillment and customer support.

Responsibilities

Team Leadership & Performance Management

• Lead, supervise, and support a team of Customer Service Representatives to achieve departmental objectives and customer service standards.
• Monitor daily workload allocation and resource planning to ensure timely processing of customer orders and inquiries.
• Provide coaching, mentoring, and regular feedback to team members to improve performance and customer service quality.
• Conduct onboarding and training for new hires and ensure ongoing competency development within the team.
• Assist in performance evaluations, disciplinary processes, and recruitment activities as required.
• Manage team attendance, leave scheduling, and workforce coverage to support operational requirements.

Order Fulfillment & Customer Service Operations

• Oversee daily order management activities to ensure customer orders are processed accurately and released within customer and operational timelines.
• Monitor order fulfillment activities and proactively identify potential delays or exceptions requiring intervention.
• Ensure compliance with established customer service procedures, work instructions, and service level agreements.
• Review and manage order holds, allocation issues, delivery exceptions, and customer escalations.
• Coordinate closely with warehouse and transportation teams to facilitate timely fulfillment and delivery of customer orders.
• Serve as the primary escalation point for complex customer inquiries, service failures, or order discrepancies.
• Ensure accurate maintenance of customer records, order documentation, and system transactions.

Customer Relationship Management

• Build and maintain strong working relationships with customers and internal stakeholders.
• Participate in customer performance reviews, business review meetings, and operational discussions when required.
• Ensure customer concerns are addressed promptly and professionally to maintain high customer satisfaction levels.
• Communicate effectively with customers regarding order status, service issues, and corrective actions.

Continuous Improvement & Operational Excellence

• Monitor team productivity, order fulfillment performance, and service quality metrics.
• Analyze service trends, recurring issues, and operational bottlenecks to identify improvement opportunities.
• Develop and implement corrective actions to improve accuracy, service levels, and operational efficiency.
• Support process standardization initiatives and documentation updates.
• Partner with cross-functional teams to implement process enhancements and customer-driven solutions.
• Contribute recommendations for system improvements and automation opportunities that enhance customer experience and operational performance.

Compliance & Quality

• Ensure adherence to company policies, SOPs, quality requirements, and customer-specific operational procedures.
• Maintain training records and support internal and external audits as required.
• Promote a culture of continuous improvement, accountability, and customer focus within the team.
• Ensure compliance with quality management requirements and operational controls.

Qualifications

Education

• Diploma or Bachelor's Degree in Business, Supply Chain, Logistics, Operations Management, or related discipline preferred.
• Relevant customer service leadership experience may be considered in lieu of formal education.

Experience

• Minimum 3 years of experience in Customer Service, Order Management, Order Fulfillment, Logistics, or Supply Chain Operations.
• Minimum 1-2 years of supervisory or team leadership experience.
• Experience managing customer accounts and service-level commitments in a fast-paced operational environment.
• Experience working within Warehouse Management Systems (WMS), ERP systems, or Order Management platforms preferred.

Knowledge & Skills

• Strong understanding of order fulfillment and customer service processes.
• Knowledge of warehouse and distribution operations is advantageous.
• Strong leadership and team coaching capabilities.
• Excellent verbal and written communication skills.
• Strong customer relationship management skills.
• Strong analytical and problem-solving abilities.
• Ability to manage multiple priorities in a dynamic environment.
• Proficiency in Microsoft Excel, ERP systems, and customer service platforms.
• Strong attention to detail and commitment to service excellence.
• Ability to make sound decisions and exercise good judgment under pressure.