Customer Service Team Lead — Hybrid Order Management

Talentify; Rancho Cucamonga (CA); Hybrid; USD 36,000 - 41,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with company matching

Vacation days

Holidays

Job summary

Bradshaw Home is seeking a Customer Service Supervisor to lead a team of CSRs in delivering order management and exceptional support. You will drive performance, coach staff, and partner with cross-functional teams to improve workflows and customer satisfaction.

The role emphasizes hands-on leadership, KPI-focused management, and timely resolution of customer inquiries while ensuring orders meet 24-hour processing targets and align with shipping timelines.

Qualifications

• High school diploma or GED required.
• 5+ years of customer service experience with emphasis in order processing.
• 2+ years in a supervisory role preferred.
• Working knowledge of Microsoft Office; Outlook, Excel, Word, PowerPoint and Access.
• Experience with order management software and ERP system.

Responsibilities

• Coordinate scheduling and daily workflow of a team of CSRs.
• Review and approve timecards and monitor attendance per policies.
• Train new customer service representatives and coordinate cross training.
• Manage team performance KPIs and implement corrective actions.
• Hold bi-weekly one-on-one check-ins with CSRs.
• Write and deliver annual performance reviews.
• Ensure all orders are processed within 24 hours of receipt.
• Release orders to WMS 3 days before ship date and monitor bookmarks.
• Run Open Order reports and resolve issues with CSRs.
• Review past due orders and follow up with shipping.
• Ensure emails with production planning are replied to within 24 hours.
• Provide day-to-day leadership, coaching, and development for the team.
• Document and maintain standard operating procedures.

Skills

Leadership

Communication

Time management

Problem solving

Education

High school diploma or GED

Tools

Microsoft Office Suite

ERP system

Order management software

Job description

Bradshaw Home is seeking a Customer Service Supervisor to lead a team of CSRs in delivering order management and exceptional support. You will drive performance, coach staff, and partner with cross-functional teams to improve workflows and customer satisfaction.

The role emphasizes hands-on leadership, KPI-focused management, and timely resolution of customer inquiries while ensuring orders meet 24-hour processing targets and align with shipping timelines.