Lead Customer Service Representative

Who We Are

At West Pak, being a family owned and operated company means, among other things, respect, integrity, support, and commitment to excellence. Our dedication starts with how we respect the land and the people who work it and carries over into the way in which we conduct all business. This same thoughtful care goes into how we handle our precious cargo. Our avocados are harvested at exactly the right time, packed to perfection, and delivered fresh for enjoyment worldwide.

Summary

The Customer Service Lead serves as a hands on functional leader responsible for guiding daily customer service operations while also coordinating scheduling for the Customer Service Representatives (CSRs) at the Ventura office, such as reviewing time off requests or weekly timecards for accuracy. This role provides day-to-day leadership while partnering closely with the Vice President of Sales and Business Development, who maintains direct management responsibility for the team.

Primary Duties & Responsibilities

Team Leadership & Operations

• Provide daily direction, workflow coordination, and hands on leadership to 3 Customer Service Representatives (CSRs).
• Serve as the first escalation point for complex customer issues, order discrepancies, and service concerns.
• Support performance management processes, including coaching, feedback, and training, in partnership with the Vice President of Sales and Business Development
• Monitor team productivity, service levels, and key performance indicators, ensuring consistent service excellence.
• Drive a high-performance, accountable, and collaborative team environment.

Customer Service Excellence

• Oversee order entry accuracy, fulfillment coordination, and communication with key accounts.
• Ensure compliance with retailer requirements, EDI standards, and customer-specific processes.
• Partner with Sales to support key account strategies, retention, and service alignment.
• Serve as a cross-functional liaison between Customer Service, Sales, Operations, and Finance.

EDI & Systems Oversight

• Lead administration and continuous improvement of EDI platforms and customer portals
• Identify system improvements and process enhancements.

CSR Payroll/Scheduling Coordination

• Oversee scheduling and payroll-related coordination for the CSR team, ensuring accuracy of timekeeping inputs, PTO requests, approvals, and alignment with company policies.

Collections

• Monitor and support customer collections activities, including outreach on past-due accounts in coordination with Accounting.
• Ensure documentation, compliance, and process consistency across collections workflows.

Process Improvement & Reporting

• Analyze operational data and generate reports to identify trends, risks, and improvement opportunities.
• Lead initiatives to improve efficiency, accuracy, and customer satisfaction.
• Standardize procedures, documentation, and training materials for CSRs.
• Support audits, compliance initiatives, and internal controls.

Education & Experience

• Associate’s degree required; Bachelor’s degree in Business, Communications, or related field preferred.
• 5 years of customer service experience, with 2 years in a senior, lead, or supervisory capacity.
• Experience in produce, food distribution, or perishable goods strongly preferred.
• Experience with EDI systems, retailer portals, and order management/ERP platforms required.
• Exposure to payroll coordination, timekeeping systems, or workforce administration preferred.
• Experience supporting collections or accounts receivable processes a plus.

Skills & Competencies

• Strong leadership presence with the ability to influence without direct authority.
• Advanced problem-solving and escalation management skills.
• Strong understanding of customer service operations, EDI processes, and compliance requirements.
• High attention to detail with strong organizational and multitasking capabilities.
• Effective communicator with strong interpersonal skills across all levels.
• Analytical mindset with data-driven decision-making ability.
• Proficiency in Microsoft Office (Excel, Word, Outlook) and ERP/order management systems.
• Positive, solutions-oriented, and adaptable in a fast-paced environment.

Physical Requirements / Working Conditions

The essential functions of this job require frequent sitting for prolonged periods of time as well as occasional standing and walking. Sensory demands require the ability to constantly hear and talk, both in person and by phone, and the ability to use a computer, calculator, and standard office equipment. Specific vision acuity required by this job includes close vision, the ability to adjust focus, and color vision when inspecting products. Physical demands include bending, stooping, and reaching above and below shoulder level in order to access records, as well as lifting and carrying files and documents typically weighing less than 25 pounds, with or without assistance.