Operations Specialist

Custom Goods Logistics; Carson (CA); On-site; USD 70,000 - 110,000; Full time

Job summary

Custom Goods, LLC is seeking a Customer Service Lead to provide high-level service to internal and external customers while overseeing day-to-day operations within the assigned function. The role focuses on leading direct reports and achieving daily operational goals across the organization.

Responsibilities include driving customer satisfaction through ownership of daily execution for designated branches, managing capacity planning, producing status reports, and leading cross-functional

Qualifications

• High school diploma or GED and 2-5 years related experience.
• Minimum 2 years of direct supervisory experience.
• 3PL experience preferred.
• Experience in a distribution/fulfillment environment preferred.
• Proficient with Microsoft Excel and Outlook; experience with WMS.
• Excellent oral and written communication skills.
• Ability to build professional relationships at all levels.
• Detail oriented with strong follow-up practices.
• Professional demeanor and adaptability.

Responsibilities

• Oversee day-to-day operations within the assigned function and lead direct reports.
• Drive customer service and escalation handling for internal and external customers.
• Own daily execution across branches including order delivery and warehousing.
• Produce regular status reports for internal stakeholders.
• Lead projects with multiple teams and vendors, ensuring on-time delivery within scope and budget.
• Develop training and change-management initiatives.
• Monitor customer health signals and prevent churn with onboarding improvements.
• Forecast and report KPIs across departments and units.

Skills

Microsoft Excel

Outlook

Warehouse Management System (WMS)

Oral and written communication

Professional relationships

Attention to detail

Professionalism

Education

High school diploma or GED

Tools

Spreadsheets

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:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the 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:

Demonstrate to comply with Custom Goods’ Core Behavior:

• 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

AAP/EEO Statement:

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.