What are the responsibilities and job description for the Customer Service Lead position at SmartTalent?
SmartTalent Staffing is looking to hire a Customer Service Lead for a Logistics company in Auburn, WA (Details below)TITLE: Customer Service LeadLOCATION: Auburn, WASCHEDULE: Monday - Friday, 7:00am – 3:30pmPAY: $32-$35BENEFITS OFFERED: Paid Weekly, Direct Deposit, Affordable Health Care, Full-Time, Opportunities for career growthSUMMARY: This critical logistics position is serves as the main contact for assigned clients tracking the inbound and outbound containers. JOB FUNCTIONS & RESPONSIBILITIES:Supervision & Leadership·Lead and train CSRs on client workflows, customs/FTZ procedures, and container tracking.·Assign daily work, monitor progress, handle escalations from CSRs, and ensure accuracy across all IMS/PMS entries.·Serve as primary escalation point for equipment issues, free time problems, customs delays, drayage challenges, or customer complaints.Client Coordination & Communication·Act as senior point of contact for key clients; ensure timely updates on inbound/outbound containers, free time status, warehouse activity, and documentation.·Review and approve customer communication sent by CSRs for accuracy and professionalism.·Ensure quarterly client profile updates are completed and reviewed for accuracy.·Customs, FTZ & Regulatory Oversight·Oversee CSR support to customs brokers and government agencies (FDA, USDA, EAR, AES, etc.).·Ensure FTZ rules, documentation requirements, and recordkeeping accuracy are followed by the CSR team.·Troubleshoot customs holds, wrong manifest issues, and release delays.·Container & Transportation Workflow Management·Oversee the daily status of containers for all assigned clients across the team.·Monitor trucking updates, ensure timely communication of LFD (last free day), and intervene when drayage exceptions occur.·Confirm that drayage instructions issued to carriers are accurate and timely.·Documentation & System Accuracy·Ensure all CSR entries in IMS/PMS are consistent, accurate, and compliant with tariff/commodity requirements.·Oversee export freight forwarding documentation (B/Ls, phytos, COO, etc.) and verify correctness before release.·Review discrepancies in container status, releases, and warehouse updates.Billing & Financial Accuracy·Oversee all drayage, accessorial, and service billing completed by CSRs.·Review invoices for accuracy and ensure timely transmission to accounting.·Handle billing disputes or exceptions escalated from CSRs or customers.·Process Improvement & Reporting·Identify workflow bottlenecks in customs releases, trucking delays, or documentation processes.·Propose and implement corrective actions.·Provide management with weekly status reports on container flow, CSR performance, and billing metricsREQUIREMENT SKILLS & COMPETENCIES:·Education and/or experience: 3 years of relevant experience ·Language skills: Ability to read and interpret documents·Mathematical skills: Ability to add, subtract, multiply and divide.·Reasoning ability: Ability to apply common sense understanding to carry out instructions.SmartTalent Staffing is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.#STHMG
Salary : $32 - $35