Lead Customer Service Representative

Lead Customer Service RepresentativeSummary: 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 OwnershipServe as the escalation point of contact for assigned customer accounts, managing relationships and ensuring consistent service deliveryOwn issue resolution from intake through closure, including investigation, communication, and follow-upPartner with Operations and Transportation to proactively address service risks and maintain customer satisfactionManage and respond to escalations, providing timely and accurate updates to internal and external stakeholdersOrder & Inventory ManagementExecute and oversee order management activities within the Warehouse Management System (WMS), including inbound receipts and outbound ordersOverseeing accurate preparation of shipping documentationCustomer Reporting - providing accurate and timely reportingShipping & Transportation CoordinationFollow up on coordinating and scheduling of FTL/LTL shipments and working directly with carriersTrack shipments and proactively communicate status updates, delays, and exceptionsManage carrier communication and support transportation-related issue resolutionWorkflow Leadership & Team SupportDrive daily workflow prioritization across the CSR team to ensure SLA adherence and operational efficiencyAct as the first point of escalation for CSR-related issues, providing guidance and problem resolutionSupport onboarding and training of new CSRs, reinforcing standard operating procedures (SOPs) and best practicesMonitor team output for accuracy and consistency, identifying gaps and recommending process improvementsCoordinate coverage and support continuity of operations during peak periods or staffing gapsServe as backup support for CSR functions during team member absences, ensuring continuity of customer service, order processing, and operational execution without disruption to service levelsBackup support for Client Portal Specialist in their absence, maintaining all client portalsReporting & Data IntegrityMaintain accurate and complete transaction records across systems, ensuring data integrityCompile and analyze operational and customer reports, identifying trends, risks, and opportunitiesEnsure all customer activity aligns with internal controls and documented processesContinuous ImprovementIdentify inefficiencies in customer service and order management processes and recommend solutionsPartner with leadership to implement process improvements that enhance service quality and productivitySupport system enhancements, testing, and process standardization effortsWhat you need:Education: High School Diploma or GED required; Associate's or Bachelor's degree preferredExperience: 35+ years of experience in warehouse customer service, logistics, or 3PL operationsKnowledge/Skills:Experience with Warehouse Management Systems (WMS) required (e.g., Synapse or equivalent)Experience with Transportation Management Systems (TMS), EDI, and/or customer portals preferredProficiency in Microsoft Excel and Microsoft Office SuiteAbility to learn and navigate multiple systems in a high-volume environmentDemonstrated experience handling customer escalations, complex transactions, and cross-functional coordinationPrior experience mentoring or guiding team members preferredPhysical & Work Environment:Primarily office-based with regular interaction in a warehouse environmentAbility to sit or stand for extended periods and work on a computer for the majority of the shiftOccasional exposure to warehouse conditions, including varying temperatures and noise levelsMay be required to walk warehouse floors to support operations and investigate issuesWagner 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.