Customer Service Lead

About the Role T&T Tools is a growing manufacturing and distribution company seeking an experienced Customer Service Lead to own the day-to-day operations of our customer service team. This is a hands-on leadership role

• you will supervise and work alongside CS associates, drive order accuracy and fulfillment, manage multi-channel customer communications, and continuously improve the processes that keep our customers happy and our operations running smoothly.

We are actively migrating our ERP from Unleashed to NetSuite. The right candidate will be comfortable working in a transitioning systems environment and eager to help shape how NetSuite is used across customer service workflows. What You'll Do Team Leadership & Supervision Supervise, train, and support customer service associates and support staff on daily workflows and platform usage. Set daily priorities, resolve escalations, and ensure the team delivers consistent, high-quality customer interactions. Step in to perform associate-level tasks during peak periods. Order & Fulfillment Operations Process and verify purchase, phone, and email orders; maintain accuracy of required dates, backorders, and status updates. Track daily shipments across carriers, resolve inconsistencies, and proactively communicate delays to customers and the GM. Prepare assembly lists, process sheets, packing lists, and BOLs for shipping and LTL pallet fulfillment. Create shipping labels and manage order documentation across ShipStation and Amazon Seller Central. Manage the Amazon Seller Central inbox and Shopify Inbox. Produce daily box summary reports. Inventory Management Run reorder reports multiple times daily; monitor and maintain inventory accuracy across shop and system records. Communicate inventory discrepancies, backorders, and overlapping demand to the GM and relevant customers in a timely manner. Returns, Claims & Customer Communication Own the end-to-end handling of customer returns, freight claims, and LTL logistics (scheduling, packing photos, BOL coordination). Prepare and send customer quotes via email; handle inbound phone, email, and text inquiries with professionalism. Assist walk-in customers as needed. Process Improvement & Documentation Identify gaps in current CS workflows and build or refine SOPs for shipping, FBA prep, assembly, and returns handling. Lead adoption of NetSuite within the CS team

• document new workflows, flag issues, and train associates as features go live.

Continuously look for ways to reduce error rates, shorten resolution times, and improve team throughput. What We're Looking For Required 2+ years supervising or leading a customer service or operations team in a product/distribution environment. Hands-on experience with ShipStation for daily order and label management. Working knowledge of Amazon Seller Central

• inbox management, FBA workflows, and reporting. Demonstrated experience with LTL freight logistics: BOLs, packing lists, carrier coordination, and claims. Proven ability to own inventory data accuracy
• running reports, catching discrepancies, and communicating upstream. Strong written and verbal communication skills; comfortable interfacing directly with customers and senior management. Process improvement mindset
• you've built or rewritten an SOP, not just followed one.

Comfort operating in a fast-paced environment with high daily task volume and shifting priorities.

Preferred / Bonus

NetSuite experience (or current exposure to any mid-market ERP

• we are actively migrating and will train the right candidate). Familiarity with Shopify order processing. Experience rolling out new software or workflows to a small team. Background in manufacturing, wholesale distribution, or industrial products. Who Thrives in This Role This role is the right fit if you: Take ownership without being asked
• you notice problems, fix them, and communicate the resolution. Are as comfortable updating an ERP record as you are de-escalating a frustrated customer. Prefer building structure where there is none over maintaining a system that already works. Can juggle shipment tracking, a customer call, and a team question simultaneously
• and stay accurate. Get energized by a systems change rather than intimidated by it. Key platforms & terms for this role ShipStation
• Amazon Seller Central
• FBA
• NetSuite
• LTL freight
• Bill of Lading
• backorders
• reorder reports
• inventory management
• order fulfillment
• packing lists
• assembly lists
• customer returns
• freight claims
• purchase orders
• Shopify
• process documentation
• SOP development
• team supervision
• ERP migration
• shipment tracking

Pay:

$25.00

• $30.

00 per hour

Benefits:

401(k) matching Health insurance Health savings account Paid time off

Work Location:

In person