The Role
Leads customer service and daily operations across designated branches, including technical support, onboarding, order delivery, warehousing, staffing, capacity planning, and customer escalations. Tracks customer health, retention, KPIs, forecasting, and operational performance. Manages projects, vendors, training, change management, resource allocation, and reporting while partnering with leadership and customer service teams to improve onboarding, reduce churn, and identify upsell opportunities.
Summary Generated by Built In
In this role, the Customer Service Lead provides a high level of customer service to internal and external customers by demonstrating prompt, and thorough attention to issues, requests and handling complaints. This position will oversee the day-to-day operations within an assign function, and is responsible for all aspects of Operations and Account Management. Mainly responsible for the leadership of direct reports as well as the attainment of daily operational goals within his/her assigned functional area
Essential Functions:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Core Behaviors:
Demonstrate to comply with Custom Goods’ Core Behavior:
Required Education and Experience
AAP/EEO Statement: Custom Goods, LLC is committed to providing equal employment opportunities to all employees and applicants without regard to race, religion, color, sex, national origin, citizenship status, uniform service member status, age, disability, sexual and gender orientation, genetic information or any other protected status in accordance with all applicable federal, state and local laws.
This commitment extends to all aspects of Custom Goods’ employment practices including, but not limited to, recruiting, hiring, promoting, transferring, compensation, benefits, training, leaves of absence, termination, and other terms and conditions of employment.
Essential Functions:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Responsible for driving customer satisfaction through the ownership of daily execution for designated branches, including Customer Service, Technical Support, Onboarding, order delivery, and warehousing.
- Managing customer distribution and capacity planning across the team to ensure the best possible experience for our customers
- Produce regular status reports that are appropriate for the audience to communicate with internal stakeholders
- Lead challenging projects with multiple workflows, with internal resources and third parties/vendors for successful execution
- Ensure all project activities and deliverables are completed on-time, within scope and budget
- Drive training & change management
- Speaks with customers that require high-level escalation
- Capture and report data measuring CS practice KPIs across departments
- Capture and report data Customer Health scoring and CSS focus
- Proactively manage resource plan to ensure resource availability and allocation
- Develop and maintain detailed project plans to track and report progress
- Partnering with leadership on business forecasting and KPI reporting so we always know where we are relative to our goals
- Daily, weekly, monthly retention reporting for all of our key business units, down to the individual level
- Developing a full understanding of our customer health so we can detect early warning signs of churn, find the ideal onboarding process, and identify upsell opportunities
- Managing customer distribution and capacity planning across the team to ensure the best possible experience for our customers
- Partner with CSRs to understand their teams, business units, and goals
- Learn all the existing systems, routines, and cadences that drive our Customer Teams
- Examine and understand the full customer lifecycle of customer
- Other duties as assigned
Core Behaviors:
Demonstrate to comply with Custom Goods’ Core Behavior:
- Servant Leadership
- Passion for Excellence
- Integrity
- Resilient
- Intense Safety Focus
- Trust
Required Education and Experience
- High school diploma or GED and 2-5 years related experience, with at minimum 2 years of direct supervisory experience
- 3PL experience preferred
- Experience in a distribution/fulfillment environment is preferred.
- Proficient with Microsoft Excel and spreadsheets/Outlook/ Warehouse Management System (WMS)
- Have excellent oral and written communication skills
- Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors).
- Detail oriented with excellent follow-up practices.
- Must be able to be professional at all time and flexible with changing situations.
- Upholds organizational values
AAP/EEO Statement: Custom Goods, LLC is committed to providing equal employment opportunities to all employees and applicants without regard to race, religion, color, sex, national origin, citizenship status, uniform service member status, age, disability, sexual and gender orientation, genetic information or any other protected status in accordance with all applicable federal, state and local laws.
This commitment extends to all aspects of Custom Goods’ employment practices including, but not limited to, recruiting, hiring, promoting, transferring, compensation, benefits, training, leaves of absence, termination, and other terms and conditions of employment.
Skills Required
- High school diploma or GED
- 2-5 years of related experience
- At least 2 years of direct supervisory experience
- 3PL experience
- Experience in a distribution or fulfillment environment
- Proficiency with Microsoft Excel and spreadsheets
- Proficiency with Microsoft Outlook
- Experience with a Warehouse Management System (WMS)
- Excellent oral and written communication skills
- Ability to build professional relationships across all organizational levels
- Detail orientation and excellent follow-up practices
- Professionalism and flexibility in changing situations
- Uphold organizational values
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The Company
What We Do
Custom Goods is a full-service logistics company with a refined focus on Warehousing, Transportation, and Custom Examination Sites, with over 30 warehouses nationally. We are uniquely positioned to offer comprehensive logistics solutions with a personal touch. We serve our customers one shipment at a time by challenging ourselves to be the benchmark service provider of customized supply chain solutions with our strategic anchors: Data-Driven, Personal Touch, and Timely Customer Solutions. Our core values underpin us as individuals, and as a company, we place people at the center of all we do. We have established over 60 years of rich experience and deep relationships following these values. As a number one strategic partner, our customers benefit from our unrivaled dedication to customer excellence.
