Customer Service & Fulfillment Lead

Wilbur's; Freeport, Northern (ME, KY); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Wilbur's is seeking a Customer Service & Fulfillment Lead to drive daily operations across customer service, order processing, and shipping. You will lead teams, train staff, and ensure orders are accurate, shipped on time, and customers are treated with excellence.

The role combines hands‑on work with leadership, requiring strong communication, organization, and the ability to manage multiple tasks in a fast‑paced setting. Forklift or pallet jack experience is a plus.

Qualifications

• 2–3 years of experience in customer service, fulfillment, or logistics.
• Strong leadership skills with the ability to delegate and perform tasks directly.
• Excellent communication, organization, and multitasking skills.
• Proficient with computer systems and data entry.

Responsibilities

• Lead and assist daily operations in customer service, order fulfillment, shipping and receiving including supervision of Customer Service, Receiving, and Shipping personnel.
• Train, delegate tasks, and work alongside team members to complete daily workloads.
• Process and input customer orders via phone, email, and online systems.
• Collect product and prepare for shipping; review orders prior to shipping for accuracy.
• Communicate with production, scheduling, and shipping teams to ensure order accuracy and timely delivery.
• Maintain positive relationships with customers through prompt and professional communication.
• Support sales growth through customer outreach and product knowledge.
• Coordinate shipping & receiving, warehouse and logistics, inventory of materials and organization of shipping areas.
• Operate equipment such as forklifts or pallet jacks as needed.
• Ensure compliance with all safety and company procedures.

Skills

Customer service

Leadership

Communication

Organization

Multitasking

Tools

Data entry software

Job description

Job Title: Customer Service & Fulfillment Lead

Reports to: Chief Operating Officer

Job Overview:

Lead and actively participate in our order fulfillment, shipping, and customer service operations. This role combines leadership and hands‑on work – ensuring every order is processed accurately, shipped on time, and every customer receives exceptional service.

Essential Responsibilities and Duties include the following. Other duties may be assigned.

• Lead and assist daily operations in customer service, order fulfillment, shipping and receiving including supervision of Customer Service, Receiving, and Shipping personnel.
• Train, delegate tasks, and work alongside team members to complete daily workloads.
• Process and input customer orders via phone, email, and online systems.
• Collect product and prepare for shipping; review orders prior to shipping for accuracy.
• Communicate with production, scheduling, and shipping teams to ensure order accuracy and timely delivery.
• Maintain positive relationships with customers through prompt and professional communication.
• Support sales growth through customer outreach and product knowledge.
• Coordinate shipping & receiving, warehouse and logistics, inventory of materials and organization of shipping areas.
• Operate equipment such as forklifts or pallet jacks as needed.
• Ensure compliance with all safety and company procedures.

Qualifications

• 2-3 years of experience in customer service, fulfillment, or logistics.
• Strong leadership skills with the ability to both delegate and perform tasks directly.
• Excellent communication, organization, and multitasking skills.
• Proficient with computer systems and data entry.

Physical Demands

The physical demands of this job include the ability to be on one’s feet or sitting at a workstation for extended periods of time. Must be able to lift up to 35-50 lbs. regularly. Reasonable accommodations may be made to enable individuals with other abilities to perform essential functions

The noise level in the work environment can be moderate to loud. You must be able to work in various degrees of temperature. This is a moderate to fast paced role. Chocolate sampling is encouraged.