Customer Service Lead

Customer Service Lead Cypress, CA Job Details 15 hours ago Benefits Health insurance Dental insurance Flexible spending account Paid time off Vision insurance 401(k) matching Employee discount Life insurance Qualifications Microsoft Word Report writing Microsoft Excel Client onboarding Microsoft Outlook Customer returns handling 5 years Sales analysis Purchase order management Sales data analysis Analysis skills Decision making Data entry Organizational skills Manufacturing SAP ERP Senior level Cross-functional collaboration Leadership Manufacturing company experience Account opening Customer complaint resolution Time management

Full Job Description Description:

In this role, you will support and help lead customer service operations by accurately processing orders, resolving inquiries in a timely manner, and upholding our commitment to exceptional service. This position will initially support our Walmart account; however, responsibilities may evolve as the business grows. You will report directly to the Customer Service Manager. What We Offer Monday-Friday schedule

Hours:

7:00 AM - 3:30 PM 401(k) plan with company match Annual performance reviews Quarterly bonus opportunities Comprehensive benefits package (medical, dental, vision, life insurance, and FSA) available after 30 days Paid time off begins after 30 days Employee discount on company products Key Responsibilities Manage and respond to incoming customer inquiries professionally, ensuring all issues are addressed within 24 hours. Accurately enter customer purchase orders into SAP within 24 hours of receipt. Review all purchase orders to ensure complete accuracy in data entry. Ensure on-time or early delivery of all customer orders. Provide high-quality support across billing, order management, and issue resolution. Gather and analyze customer information to assess needs, resolve issues, and reduce repeat inquiries. Share relevant customer insights and trends with the sales team. Prepare and distribute customer-related reports as needed. Coordinate with internal departments to set up new customer accounts promptly. Process customer returns within 48 hours to ensure prompt credit issuance. Collaborate effectively with internal teams as well as Walmart and Sam's Club partners. Analyze inventory and sales data to drive optimal on-time and in-full (OTIF) performance.

Requirements:

5+ years of experience in a customer service or customer service administration role Demonstrated leadership ability Strong analytical skills with the ability to interpret data and communicate insights close attention to detail and accuracy Ability to thrive in a fast-paced environment Excellent time management and organizational skills Preferred Qualifications Experience with SAP, Microsoft Outlook, Excel, and Word Familiarity with Walmart systems (e.g., Scintilla, Supplier One) is a plus Prior experience in food manufacturing strongly preferred Experience working with Walmart is a plus Physical & Mental Demands This role requires prolonged sitting, frequent use of hands, and clear communication. Occasional standing, walking, stooping, or reaching may be required. Vision requirements include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The position also requires strong problem-solving and critical thinking skills, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment. The individual must demonstrate a high level of attention to detail, frequent decision-making, and the ability to analyze data and interpret trends. Success in this role depends on maintaining focus, adaptability, and responsiveness while handling a high volume of tasks and shifting priorities. Work Environment Work is performed in an indoor environment with protection from weather conditions; however, temperatures may vary.