Customer Service Lead

Job Title:           Customer Service Lead                                                  Classification: Non-exempt, FT

Reports to:       Warehouse Operations Manager                                    Campus: Kelsey (Visalia, CA)                          

Schedule:          Day Shift (subject to change based on business needs)

Job Summary:

The Customer Service Lead is responsible for overseeing daily customer service operations while performing customer order and receipt processing. This role serves as the primary point of contact for customer service staff and customers, ensuring accuracy, timeliness, professionalism, and adherence to all company SOPs and customer requirements.

Provides daily guidance and work direction to Customer Service Representatives, helps resolve escalated issues, and ensures the department consistently meets customer service, accuracy, and performance expectations.

Essential Functions:

• Accurately and timely process customer orders, receipts, and documentation in the WMS.

• Maintain organized and accurate electronic and paper files for all customer transactions.

• Communicate professionally and promptly with customers via email, phone, and written correspondence.

• Demonstrate strong math, data entry, and attention-to-detail skills.

• Use MS Office (Word, Excel, Outlook) and shipping platforms (UPS, FedEx, USPS) competently.

• Maintain a clean, organized, and professional workstation.

• Follow all written SOPs and customer-specific procedures.

• Meet all daily, weekly, and customer cut-off deadlines.

• Serve as the primary escalation point for customer issues, complaints, and service failures.

• Provide daily work direction and guidance to Customer Service staff.

• Assign, balance, and prioritize workloads to ensure deadlines and service levels are met.

• Train and onboard new Customer Service employees on WMS, SOPs, and customer standards.

• Identify errors, trends, and performance gaps and recommend corrective actions or retraining.

• Assist in documenting procedures and maintaining training materials.

• Lead continuous improvement efforts within the Customer Service department.

• Respond to safety-related incidents in accordance with training.

• Perform other duties as assigned.

Educations Qualifications / Requirements:

• High School diploma or general equivalency diploma

• 3-5 years of customer service experience or equivalent combination of education and experience.

• Prior experience leading, training, or coordinating team members strongly preferred

Knowledge, Skills, and Abilities:

• Customer Advocacy: Demonstrates a strong understanding of customer needs and service expectations.

• Communication: Clear, professional verbal and written communication with customers and internal teams.

• Telephone & Email Skills: Professional etiquette and effective customer correspondence.

• WMS & Systems: Proficient in WMS and customer service software systems.

• Office Equipment & Software: Proficient with MS Office, filing systems, and office equipment.

• Warehouse Operations: Understanding of warehouse workflows and cross-department coordination.

• Leadership & Professionalism: Models honesty, accountability, and professional conduct.

• Performance Management: Meets or exceeds customer KPIs and service level expectations.

• Problem Solving: Identifies issues, recommends solutions, and improves processes.

• Continuous Improvement: Actively seeks ways to improve service quality and efficiency.

• Customer Satisfaction: Proactively seeks feedback and improves the customer experience.

• Organization: Maintains an orderly, accurate, and professional workstation.

• Follows SOPs: Performs work according to documented procedures and assigned instructions

• Attitude: Positive, team-oriented, and service-driven mindset.

Physical Demands

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. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls; and talk or hear. The employee frequently is required to sit. The employee is occasionally required to stand, walk, reach with hands and arms, and taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job, predominantly in an office setting.

ABOUT US

Join our Do It Right ® team and start your ownership journey!

For more than forty years, Inland Star Distribution Centers, Inc., based in Fresno, CA, has been providing quality supply chain solutions for packaged goods manufacturers. We are a third-party logistics (3PL) provider specializing in warehousing, transportation, and value-added solutions – all tailored to exceed client requirements and objectives. Inland Star designs, implements, and manages tailored solutions that shore up evolving client demands by focusing our methodologies to improve performance, reduce costs, and optimize return on capital. We deliver seamless supply chain performance for our clients by building strong partnerships, through vigilant stewardship of client interests, and by nurturing a culture of ownership within our organization.

WHY JOIN OUR TEAM?

Joining Inland Star isn't just about finding a job; it's about becoming part of a company that values its employees like no other. Here's why you should consider joining us:

• Employee Ownership: As an ESOP company, we believe in shared success. When you join Inland Star, you're not just an employee; you're an owner. Take pride in knowing that your hard work directly contributes to the company's success and your own financial future.

• Comprehensive Benefits: We offer a comprehensive benefits package that includes a 401(k) plan, Profit Sharing Plan (PSP), and Employee Stock Ownership Plan (ESOP). Additionally, we provide generous Paid Time Off (PTO) and sick leave, ensuring you have the time you need to recharge and take care of yourself and your loved ones.

• Affordable Healthcare: Your health and well-being are important to us. That's why we offer affordable, high-quality healthcare insurance starting at just $82 per month for an individual and $247 for a family. We believe everyone should have access to the healthcare they need without breaking the bank.

• Career Growth Opportunities: At Inland Star, we believe in recognizing and nurturing talent from within. As part of our team, you'll have access to a clear path for career advancement. We promote from within whenever possible, providing you with the opportunity to grow and take on new challenges as you excel in your role.

• Enjoyable Work Environment: We believe that work should be enjoyable. That's why we foster a positive and inclusive work environment where every employee feels valued and respected. Join a team that's passionate about what they do and dedicated to making a difference.

Join Inland Star and become part of a company that cares about its employees and is committed to their success. Together, we can achieve great things.

EQUAL EMPLOYMENT OPPORTUNITY

As Inland Star Distribution Centers continues to expand, it is important to our company's strategy and overall performance that we maintain a diverse workforce. This diversity stems from the many different viewpoints and wide skill sets held by our employees. We are committed to continuing to build and celebrate an inclusive environment in which all employees are appreciated and respected, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.

Salary : $20 - $25