Customer Service Lead

In this role, you will support and help lead customer service operations by accurately processing orders, resolving inquiries in a timely manner, and upholding our commitment to exceptional service. This position will initially support our Walmart account; however, responsibilities may evolve as the business grows. You will report directly to the Customer Service Manager.

What We Offer

• Monday–Friday schedule
• Hours: 7:00 AM – 3:30 PM
• 401(k) plan with company match
• Annual performance reviews
• Annual bonus opportunities
• Comprehensive benefits package (medical, dental, vision, life insurance, and FSA) available after 30 days
• Paid time off begins after 30 days
• Employee discount on company products

Key Responsibilities

• Manage and respond to incoming customer inquiries professionally, ensuring all issues are addressed within 24 hours.
• Accurately enter customer purchase orders into SAP within 24 hours of receipt.
• Review all purchase orders to ensure complete accuracy in data entry.
• Ensure on-time or early delivery of all customer orders.
• Provide high-quality support across billing, order management, and issue resolution.
• Gather and analyze customer information to assess needs, resolve issues, and reduce repeat inquiries.
• Share relevant customer insights and trends with the sales team.
• Prepare and distribute customer-related reports as needed.
• Coordinate with internal departments to set up new customer accounts promptly.
• Process customer returns within 48 hours to ensure prompt credit issuance.
• Collaborate effectively with internal teams as well as Walmart and Sam’s Club partners.
• Analyze inventory and sales data to drive optimal on-time and in-full (OTIF) performance.