1st Shift Lead Customer Service Representative

1st Shift Lead Customer Service Representative Distribution Services International, Inc. Port Wentworth, GA Job Details Full-time 1 day ago Qualifications Workflow management (operations management method) Warehouse management system Task prioritization Typing Productivity software 10 key typing Full Job Description Position Summary The Lead CSR serves as the primary point of contact for daily customer service operations and acts as a lead resource for the customer service team. This position supports the coordination of workflow, customer communications, issue resolution, reporting, and training, while helping ensure service levels, accuracy, and efficiency are met. The Team Lead CSR is a hands-on role designed to bridge the gap between Senior Customer Service Representative and Customer Service Supervisor, providing leadership without full supervisory authority. This position is expected to set the standard for quality, teamwork, communication, and accountability. Responsibilities Serve as the lead contact for assigned customer accounts and internal customer service questions. Support daily workflow distribution and help ensure tasks are completed accurately and on time. Assist with training, mentoring, and onboarding customer service staff on systems, procedures, and account requirements. Monitor receipts, shipments, inventory activity, and reporting accuracy in the WMS and related tracking tools. Help maintain customer-specific SOPs and ensure staff are aware of current procedures. Support issue resolution and escalate complex concerns to the Customer Service Supervisor as needed. Assist with billing, invoicing, and documentation accuracy to ensure customer and company requirements are met. Help prepare daily, weekly, and monthly reports and verify data accuracy. Partner with warehouse operations and management to support service expectations and customer satisfaction. Serve as an example of professionalism, teamwork, and accountability for the customer service team.

Essential Skills, Education, and Experience System Knowledge/Experience/Skills :

Must have a working knowledge of Microsoft Office Software, basic typing skills, familiarity with ten-key and the ability to operate the facility's Warehouse Management System.

Teamwork:

Gives and welcomes feedback; contributes to building a positive team spirit; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed. Willing to help others when own tasks are completed.

Written and Oral Communication:

Writes and speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings. Documents timelines accurately.

Planning/Organizing:

Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.

Quality:

Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.

Adaptability:

Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.

Dependability:

Follows instructions and responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan. Two (2) or more years of related Warehousing & Distribution experience and/or training in a similar role. This related experience may be substituted for degree, or equivalent combination of education, training, and experience. Physical Demands and Work Environment The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands:

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand, walk, sit, use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. The employee is required to ask for assistance from co-workers, Supervisors or Management when lifting and/or moving any object, regardless of weight, where personal injury may occur. Specific vision abilities required by this job include close vision, and ability to adjust focus.

Work Environment:

The noise level in the work environment can be loud at times. Large temperature fluctuations in the facility are common and change seasonally.

Schedules:

Must be willing to work all shifts to include nights, weekends, and holidays. Must be willing to work overtime when the workload dictates.