What we're looking for:
✔️ Strong technical aptitude with experience using SAP, SAGE, Wave Orders, AS400, and the Microsoft Office Suite (Excel, Outlook, and Word).
✔️ Proven leadership experience with the ability to lead and develop a team of 7 direct reports.
✔️ Availability to work Monday–Friday, 8:00 AM–5:00 PM, with flexibility to support business needs, including occasional second-shift coverage and Saturdays.
Supervise a variety of general office and customer service activities critical to the daily results of the warehouse operation.
Key Responsibilities- Lead, coach, and develop a team of seven (7) by providing ongoing training, performance feedback, and daily direction to drive productivity and service excellence.
- Serve as the primary point of contact for customer billing inquiries, claims, and escalated service issues, ensuring timely and accurate resolution.
- Investigate and validate customer claims while partnering with internal teams to identify root causes and implement corrective actions.
- Collaborate closely with Operations to ensure customer commitments are met, including on-time turnaround and service level expectations.
- Build strong relationships with internal and external customers by delivering responsive, solution-oriented support.
- Prepare and analyze customer activity reports, identifying trends and opportunities to improve service performance.
- Drive continuous improvement initiatives by conducting root cause analysis and implementing process enhancements that improve the customer experience month over month.
- Promote a customer-first culture while ensuring compliance with company policies, procedures, and quality standards.
Qualifications- Minimum of 3 years of customer service leadership or supervisory experience within a warehouse, distribution, logistics, or supply chain environment.
- Demonstrated experience resolving complex customer issues, managing claims, and partnering cross-functionally with operations teams.
- Strong leadership, coaching, and conflict resolution skills with the ability to motivate and develop high-performing teams.
- Excellent verbal and written communication skills with the ability to build relationships across all levels of the organization and with external customers.
- Proven analytical and problem-solving abilities with strong attention to detail and a continuous improvement mindset.
- Proficient in Microsoft Office Suite (Excel, Outlook, Word, and PowerPoint); experience with warehouse or transportation management systems is a plus.
- Ability to lift up to 20 lbs. (9 kg) or more, depending on facility requirements.
- Flexibility to work various shifts, including weekends, based on business needs.
Pay Range:$60,600.00 - $102,200.00
