Customer Service Lead

Anderson|Biro, LLC; Brook Park (OH); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

401(k) with Company Match

Paid Time Off and Holidays

Life Insurance

Disability Insurance

Job summary

Anderson|Biro, LLC is seeking an experienced Customer Service Lead to oversee operations in our growing logistics and warehouse business. This leadership role supervises customer service staff, ensures operational excellence, develops procedures, training team members, and serving as a key point of contact for internal and external customers.

The ideal candidate excels in communication, problem-solving, and team leadership, thrives in a fast-paced environment, and is committed to delivering

Qualifications

• Authorized to work in the United States.
• 1-2 years of supervisory or leadership experience.
• Strong written and verbal communication skills.
• Proficiency with Microsoft Office applications.
• Experience working with ERP, SAP, WMS, or similar business systems.
• Strong organizational, problem-solving, and multitasking skills.
• Ability to work independently and manage multiple priorities.
• Commitment to workplace safety and compliance with OSHA and MSDS standards.
• Flexible schedule with the ability to work shifts based on business and customer needs.

Responsibilities

• Supervise and support Customer Service Representatives and clerical personnel.
• Develop and deliver training programs to ensure company procedures are understood and consistently followed.
• Conduct weekly, monthly, and quarterly training sessions.
• Crosstrain customer service staff across multiple customer accounts and functions.
• Assist with employee development and performance improvement initiatives.
• Handle escalated customer inquiries, complaints, and service requests.
• Build and maintain strong relationships with customers by providing timely and accurate communication.
• Ensure all inbound receipts, outbound orders, reports, invoicing, and customer requests are processed accurately and efficiently.
• Support new customer onboarding and account setup processes.
• Conduct customer follow-up to ensure satisfaction and successful implementation of new accounts.

Skills

Team Leadership

Customer Service

Communication

Training & Development

ERP / SAP / WMS

MS Office

Problem Solving

Tools

SAP

WMS

Job description

We are seeking an experienced and motivated Customer Service Lead to oversee customer service operations and support our growing logistics and warehouse business.

This leadership role is responsible for supervising customer service personnel, ensuring operational excellence, developing procedures, training team members, and serving as a key point of contact for both internal and external customers.

The ideal candidate is a strong communicator, problem-solver, and team leader who thrives in a fast-paced environment and is committed to providing exceptional customer service while driving continuous improvement.

What You'll Do

Team Leadership & Training

• Supervise and support Customer Service Representatives and clerical personnel.
• Develop and deliver training programs to ensure company procedures are understood and consistently followed.
• Conduct weekly, monthly, and quarterly training sessions.
• Crosstrain customer service staff across multiple customer accounts and functions.
• Assist with employee development and performance improvement initiatives.

Customer Service & Account Management

• Serve as a backup for all Customer Service Representative functions.
• Handle escalated customer inquiries, complaints, and service requests.
• Build and maintain strong relationships with customers by providing timely and accurate communication.
• Ensure all inbound receipts, outbound orders, reports, invoicing, and customer requests are processed accurately and efficiently.
• Support new customer onboarding and account setup processes.
• Conduct customer follow-up to ensure satisfaction and successful implementation of new accounts.

Operations & Process Improvement

• Collaborate with Operations, Warehouse, and Leadership teams to ensure customer requirements are met.
• Participate and lead process improvement initiatives to enhance service quality and operational efficiency.
• Develop, document, implement, and maintain standard operating procedures.
• Monitor and audit customer service functions to ensure compliance and accuracy.
• Review inventory reconciliations and report findings to management.
• Ensure all inbound receipts are processed within 24 hours, and customer orders are shipped accurately and on time.
• Assist with warehouse management system (WMS) maintenance and support.

Administrative Responsibilities

• Prepare accounts for monthly billing.
• Review end-of-month billing for accuracy and coordinate with accounting and billing personnel.
• Maintain account documentation, customer databases, and reporting systems.
• Prepare hazardous materials (HazMat) documentation for air and ocean shipments when applicable.
• Manage office supply inventory and administrative purchasing needs.
• Review and approve office-related invoices.
• Perform additional duties and special projects as assigned.

Qualifications

Required

• Authorized to work in the United States.
• 1-2 years of supervisory or leadership experience.
• Strong written and verbal communication skills.
• Proficiency with Microsoft Office applications.
• Experience working with ERP, SAP, WMS, or similar business systems.
• Strong organizational, problem-solving, and multitasking skills.
• Ability to work independently and manage multiple priorities.
• Commitment to workplace safety and compliance with OSHA and MSDS standards.
• Flexible schedule with the ability to work shifts based on business and customer needs.

Preferred

• 2-3 years of customer service experience.
• 1-2 years of warehouse, distribution, logistics, or supply chain experience.
• Experience leading teams in a customer-focused environment.
• Knowledge of inventory management, transportation, and warehouse operations.

Skills & Competencies

• Leadership and Team Development
• Customer Relationship Management
• Process Improvement
• Training and Coaching
• Problem Solving and Decision Making
• Inventory and Order Management
• Billing and Documentation Accuracy
• Warehouse Management Systems (WMS)
• Microsoft Office Suite
• Organizational and Time Management Skills
• Continuous Improvement Mindset

Why Join Our Team?

We offer a collaborative environment where leadership, innovation, and customer satisfaction are valued. As a Customer Service Lead, you'll play a critical role in shaping the customer experience, supporting operational success, and developing a high-performing customer service team.

Benefits Include:

• Competitive Compensation
• Medical, Dental, and Vision Insurance
• 401(k) with Company Match/Profit Sharing
• Paid Time Off and Holidays
• Life Insurance
• Short-Term and Long-Term Disability Insurance
• Career Development and Advancement Opportunities
• Employee-Focused Team Environment