Operations Specialist

Custom Goods, LLC; Carson (CA); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Custom Goods, LLC is seeking a Customer Service Lead to oversee daily operations across Customer Service, Technical Support, Onboarding, order delivery, and warehousing. You will guide a team and ensure timely execution of tasks while maintaining high service levels.

Responsibilities include driving customer satisfaction, managing distribution and capacity planning, preparing KPI reports, and coordinating with internal stakeholders and vendors to meet goals.

Qualifications

• High school diploma or GED with 2–5 years of related experience and at least 2 years of direct supervisory experience.
• 3PL experience or distribution/fulfillment background preferred.
• Proficient with Microsoft Excel and Outlook; experience with WMS is a plus.
• Excellent verbal and written communication; able to build professional relationships.
• Detail oriented with strong follow-up; able to adapt to changing situations.

Responsibilities

• Lead daily operations for designated branches, including CS, Technical Support, Onboarding, order delivery, and warehousing.
• Drive customer satisfaction through ownership of daily execution and escalate as needed.
• Manage customer distribution and capacity planning across the team.
• Produce regular status reports for internal stakeholders and cross-functional teams.
• Lead projects with internal resources and third parties; ensure on-time delivery and stay within scope and budget.
• Develop and maintain detailed project plans; report progress and forecast KPIs.
• Develop retention reporting and monitor customer health across business units.
• Coordinate with CSRs to understand teams and goals; manage resources accordingly.
• Foster a culture of servant leadership and operational excellence.

Skills

Customer service

Supervisory experience

Communication

Data reporting

Project coordination

Stakeholder management

Education

High school diploma or GED

Tools

Microsoft Excel

Outlook

Warehouse Management System (WMS)

Job description

In this role, the Customer Service Lead provides a high level of customer service to internal and external customers by demonstrating prompt, and thorough attention to issues, requests and handling complaints. This position will oversee the day-to-day operations within an assign function, and is responsible for all aspects of Operations and Account Management. Mainly responsible for the leadership of direct reports as well as the attainment of daily operational goals within his/her assigned functional area

Essential Functions:

• Responsible for driving customer satisfaction through the ownership of daily execution for designated branches, including Customer Service, Technical Support, Onboarding, order delivery, and warehousing.
• Managing customer distribution and capacity planning across the team to ensure the best possible experience for our customers
• Produce regular status reports that are appropriate for the audience to communicate with internal stakeholders
• Lead challenging projects with multiple workflows, with internal resources and third parties/vendors for successful execution
• Ensure all project activities and deliverables are completed on-time, within scope and budget
• Drive training & change management
• Speaks with customers that require high-level escalation
• Capture and report data measuring CS practice KPIs across departments
• Capture and report data Customer Health scoring and CSS focus
• Proactively manage resource plan to ensure resource availability and allocation
• Develop and maintain detailed project plans to track and report progress
• Partnering with leadership on business forecasting and KPI reporting so we always know where we are relative to our goals
• Daily, weekly, monthly retention reporting for all of our key business units, down to the individual level
• Developing a full understanding of our customer health so we can detect early warning signs of churn, find the ideal onboarding process, and identify upsell opportunities
• Managing customer distribution and capacity planning across the team to ensure the best possible experience for our customers
• Partner with CSRs to understand their teams, business units, and goals
• Learn all the existing systems, routines, and cadences that drive our Customer Teams
• Examine and understand the full customer lifecycle of customer
• Other duties as assigned

Core Behaviors:

• Servant Leadership
• Passion for Excellence
• Integrity
• Resilient
• Intense Safety Focus
• Trust

Required Education and Experience

• High school diploma or GED and 2-5 years related experience, with at minimum 2 years of direct supervisory experience
• 3PL experience preferred
• Experience in a distribution/fulfillment environment is preferred.
• Proficient with Microsoft Excel and spreadsheets/Outlook/ Warehouse Management System (WMS)
• Have excellent oral and written communication skills
• Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors).
• Detail oriented with excellent follow-up practices.
• Must be able to be professional at all time and flexible with changing situations.

• Upholds organizational values

Custom Goods, LLC is committed to providing equal employment opportunities to all employees and applicants without regard to race, religion, color, sex, national origin, citizenship status, uniform service member status, age, disability, sexual and gender orientation, genetic information or any other protected status in accordance with all applicable federal, state and local laws.

This commitment extends to all aspects of Custom Goods’ employment practices including, but not limited to, recruiting, hiring, promoting, transferring, compensation, benefits, training, leaves of absence, termination, and other terms and conditions of employment.