BSC Customer Service Liaison Team Lead NM FT

Reports to:  BSC Manager                                

Department: Base Service Centers 

FLSA Classification: Non-Exempt

Travel: Occasionally (up to 10%)  

JOB SUMMARY: 

The BSC Customer Service Liaison (CSL) Lead is the lead customer service resource within the Base Service Center, coordinating the daily workflow of Customer Service Liaisons and supporting the BSC Manager and Assistant Manager in ensuring consistent, accurate service delivery. 

The CSL Lead guides and trains team members, monitors task completion, and escalates operational or customer concerns to management, while continuing to handle customer orders, inquiries, and account follow-up directly. The role requires leadership, accountability, and a strong commitment to customer satisfaction and teamwork. 

JOB FUNCTIONS AND RESPONSIBILITIES: 

• Serves as the lead resource for Customer Service Liaisons — coordinating daily priorities, assigning tasks, monitoring completion, and escalating unresolved, high-priority, or sensitive issues to the BSC Manager or Assistant Manager. 

• Provides day-to-day guidance, training, and onboarding support to CSLs and other assigned team members on procedures, systems, and customer service standards, as directed by the BSC Manager or Assistant Manager. 

• Identifies recurring customer concerns and process improvement opportunities and communicates recommendations to store management. 

• Supports the BSC Manager and Assistant Manager with special projects and reports as needed. 

• Receives and responds to customer orders and inquiries by email, telephone, fax, or other approved methods; tracks order status, follows up on delayed shipments, secures transfers, and ensures customers are notified when merchandise is received. 

• Verifies and audits sales orders for accuracy — pricing, quantities, customer information, and minimum order requirements — and ensures backorders are created and monitored. 

• Assists with accounts receivable follow-up for customer accounts and communicates outstanding issues to store management. 

• Supports inventory control, including product availability, transfers, receiving, stocking, and identifying discrepancies. 

• Ensures team members follow established BSC policies, procedures, and customer service standards, and helps maintain clean, organized, and professional work areas. 

• Demonstrate and embodies our values: Be Limitless, Be Resilient, Be People Centered, Be a Team, and Be Trustworthy  

EDUCATION/EXPERIENCE: 

• High School diploma or equivalent required. 

• Minimum of two years of customer service, retail, sales, or related experience preferred; experience in a Base Service Center (BSC) environment highly preferred. 

• Previous experience in a lead, senior, or training capacity preferred. 

• Experience with point-of-sale systems, order processing, Windows, and standard business applications preferred. 

• Nonprofit experience a plus. 

SKILLS/ABILITIES: 

• Strong, customer-centric customer service skills. 

• Demonstrated leadership skills with a willingness to take ownership and accountability for results. 

• Ability to guide, train, and support team members, and to organize, prioritize, and follow through on multiple tasks and customer requests. 

• Strong attention to detail and sound judgment in resolving customer concerns and escalating issues appropriately. 

• Excellent oral and written communication skills. 

• Ability to work effectively with BSC management, team members, customers, vendors, and other departments. 

• Basic math and computer skills; ability to use a keyboard, point-of-sale system, and general office equipment. 

PHYSICAL REQUIREMENTS: 

• Prolonged periods of sitting, standing, walking, and bending. 

• Must be able to perform repetitive motions on a daily basis. 

• Must be able to lift up to 50 pounds. 

This job description does not imply these are the only duties to be performed.  The incumbent in this position will perform such other tasks as may be required for the effective operations of the Division/Department upon request by his/her supervisor. 

Please note: Under the AbilityOne Program, Vibrant Works gives hiring preference to individuals who are legally blind. Any decision to disclose a disability by an applicant related to the hiring preference is completely voluntary. Requesting such information is also a part of our affirmative action efforts. Information that is disclosed will remain confidential. Also, your decision not to disclose disability status will not have a negative impact in the hiring process. 

Vibrant Works is an equal opportunity employer and does not discriminate on the basis of age, sex, marital status, sexual orientation, gender identity, race, creed, color, national origin, honorably discharged veteran or military status, the presence of any sensory, mental or physical disability, the use of a dog guide or service animal by a person with a disability, or any other characteristic protected by federal, state, or local law. 

I have read and understand the job requirements, responsibilities and expectations set forth in this job description. I attest that I am able to perform the essential job functions as outlined with or without any reasonable accommodations.