What are the responsibilities and job description for the Lead Customer Service Representative position at FTTDC - Ohio Logistics?
Position Summary:
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.
Reports To: Office Manager/General Manager
Direct Reports: Tier 1 and Tier 2 Customer Service Representatives
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
- Communicate with co-workers and direct Supervisor to receive instructions and coordinate activities
- 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:
The physical demands and/or work environment described here are representative of those that must be met or will be encountered by the employee while performing the essential functions of this job.
- 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:
The working conditions of this position reflect those of a standard warehouse environment to include:
- Working in close proximity to others
- Working indoors with varying temperature
Salary : $20