Lead Customer Service Representative

Lead Customer Service Representative

Summary: The Lead Customer Service Representative (CSR) serves as the senior point of contact for customer accounts and internal operations, responsible for ensuring accuracy, timeliness, and service excellence across all customer transactions. This role operates with a high degree of ownership, managing complex requests, resolving escalations, and driving workflow prioritization across the CSR team. The Lead CSR functions as the bridge between Customer Service, Warehouse Operations, Transportation, and ensuring alignment to service level agreements (SLAs) and customer expectations in a fast-paced 3PL environment.

What you will be doing:

• Customer & Account Ownership
• Serve as the escalation point of contact for assigned customer accounts, managing relationships and ensuring consistent service delivery
• Own issue resolution from intake through closure, including investigation, communication, and follow-up
• Partner with Operations and Transportation to proactively address service risks and maintain customer satisfaction
• Manage and respond to escalations, providing timely and accurate updates to internal and external stakeholders
• Order & Inventory Management
• Execute and oversee order management activities within the Warehouse Management System (WMS), including inbound receipts and outbound orders
• Overseeing accurate preparation of shipping documentation
• Customer Reporting - providing accurate and timely reporting
• Shipping & Transportation Coordination
• Follow up on coordinating and scheduling of FTL/LTL shipments and working directly with carriers
• Track shipments and proactively communicate status updates, delays, and exceptions
• Manage carrier communication and support transportation-related issue resolution
• Workflow Leadership & Team Support
• Drive daily workflow prioritization across the CSR team to ensure SLA adherence and operational efficiency
• Act as the first point of escalation for CSR-related issues, providing guidance and problem resolution
• Support onboarding and training of new CSRs, reinforcing standard operating procedures (SOPs) and best practices
• Monitor team output for accuracy and consistency, identifying gaps and recommending process improvements
• Coordinate coverage and support continuity of operations during peak periods or staffing gaps
• Serve as backup support for CSR functions during team member absences, ensuring continuity of customer service, order processing, and operational execution without disruption to service levels
• Backup support for Client Portal Specialist in their absence, maintaining all client portals
• Reporting & Data Integrity
• Maintain accurate and complete transaction records across systems, ensuring data integrity
• Compile and analyze operational and customer reports, identifying trends, risks, and opportunities
• Ensure all customer activity aligns with internal controls and documented processes
• Continuous Improvement
• Identify inefficiencies in customer service and order management processes and recommend solutions
• Partner with leadership to implement process improvements that enhance service quality and productivity
• Support system enhancements, testing, and process standardization efforts

What you need:

• Education: High School Diploma or GED required; Associate's or Bachelor's degree preferred
• Experience: 3–5+ years of experience in warehouse customer service, logistics, or 3PL operations
• Knowledge/Skills:
• Experience with Warehouse Management Systems (WMS) required (e.g., Synapse or equivalent)
• Experience with Transportation Management Systems (TMS), EDI, and/or customer portals preferred
• Proficiency in Microsoft Excel and Microsoft Office Suite
• Ability to learn and navigate multiple systems in a high-volume environment
• Demonstrated experience handling customer escalations, complex transactions, and cross-functional coordination
• Prior experience mentoring or guiding team members preferred
• Physical & Work Environment
• Primarily office-based with regular interaction in a warehouse environment
• Ability to sit or stand for extended periods and work on a computer for the majority of the shift
• Occasional exposure to warehouse conditions, including varying temperatures and noise levels
• May be required to walk warehouse floors to support operations and investigate issues

Wagner is proud to be an Equal Employment Opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, gender, religion, sexual orientation, gender identity, national origin, disability, veteran, or other protected status.