Lead Logistics Customer Service Representative

Tier 3 Lead Customer Service Representative

The Tier 3 Lead Customer Service Representative oversees and assists with the day-to-day activities as instructed by the Office Manager. CSR Lead acts as a "player-coach," monitoring and assisting the work of the office performing a variety of duties related to office, warehousing, transportation, and safety in the office. The Tier 3 Lead CSR also assists with implementing work procedures to increase productivity and improve service within the operation with the direction of the Office/General Manager. This role also includes Wave Planning responsibilities to optimize order release and workflow within the warehouse.

Primary Responsibilities:

• Communicate with co-workers and direct supervisor to receive instructions and coordinate customer activities
• Engage other Customer Service Representatives and Warehouse Associates to ensure on-time and complete deliveries
• Develop, update, and share regular reports of facility performance with key internal audiences
• Ability to communicate with customers and outside vendors daily to achieve customer satisfaction
• Operate within the Warehouse Management System (WMS)
• Coordinate shipment to meet customer standards.
• Use warehouse management system to accurately schedule inventory for shipments in FIFO (First In, First Out) order per customer requirements
• Notify/Communicate with customers regarding any issues with shipment or scheduling
• Follow all standard operating and rules-of-thumb procedures for shipments and depletions of customer inventory
• Assemble and prepare outbound trucks in alignment with release specifications.
• Manage and coordinate expedite requests as operational needs arise.
• Create customer orders for warehouse team
• Prepare Bill of Ladings
• Work with warehouse team daily
• Review and release customer orders into waves based on priority, carrier schedules, and warehouse capacity
• Monitor wave progress and adjust as needed to ensure timely order fulfillment
• Coordinate with warehouse leadership to balance workload across shifts and resources
• Validate inventory availability before releasing waves to prevent shortages or delays
• Communicate wave status and any changes to internal teams and carriers
• Utilize WMS tools to optimize picking and shipping processes
• Troubleshoot wave-related issues and escalate when necessary
• Other duties may be assigned

Knowledge and Skill Requirements:

• Minimum 3-5 years distribution center or warehousing experience
• Experience leading people and managing high-performing teams
• Experience with WMS (Warehouse Management System) and Microsoft Office required
• Possess above average communication skills
• Be a self-starter, ability to work under minimal supervision
• Ability to work in a fast-paced environment
• High School Diploma or GED

Physical Demands:

• Majority of the time spent at work will be in an office setting, sitting at a desk.
• Sitting for long periods of time.
• Minor lifting of office supplies, storage boxes up to 25lbs.
• Occasional climbing, crouching, kneeling.
• Must be non-allergic to the extent of being present in the building through the workday.

Work Environment:

• Working in close proximity to others
• Working indoors with varying temperature

EEO STATEMENT Findlay Tall Timbers Distribution Center provides equal employment opportunity to all employees and applicants, without regard to race, color, religion, sex, age, national origin, citizenship status, disability, veteran status, genetic information or any other legally protected category.