Cust. Serv. Solutions Lead

Summary:

The Customer Service Solutions Lead is a detail-oriented and highly organized individual. The goal is to support and optimize the day-to-day operations of our Warehouse Management Systems (WMS). This role will work closely with internal teams, Customer Service, and customers to ensure seamless logistics, efficient inventory management, and timely order fulfillment. The ideal candidate should be proficient in WMS systems, possess excellent problem-solving skills, and a solid understanding of warehouse operations.

ESSENTIAL FUNCTIONS:

• Support the Warehouse Management System (WMS), ensuring accurate tracking of order statuses and warehouse activities.
• Coordinate WMS configurations of radio frequency (RF) equipment to optimize product flow and system documentation.
• Collaborate with IT and warehouse teams to troubleshoot and resolve WMS issues.
• Train warehouse staff on WMS processes, including the use of RF devices and barcode scanners.
• Provide ongoing support and troubleshooting for WMS-related issues.
• Assist with the customer service workload, cover absences, and ensure continued operations.
• Responds professionally and timely to inquiries, issues, and concerns of Holman's customers.
• Investigate any errors in the inbound (IB) and outbound (OB) processes that led to inaccuracies; find the root cause and take the initiative to correct them.
• Captures revenue for special requests and for daily activities based on the rates established for the customer.
• Attend and participate in any required company or customer meetings when role-appropriate.
• Generates various reports as necessary for account status tracking purposes.
• Maintains electronic customer files in accordance with record retention requirements.
• Performs all duties in conformance with appropriate safety and security standards.
• Performs all duties as assigned and needed.

POSITION QUALIFICATIONS:

• Attendance - Ability to work the required schedule and arrive to work on time. Ability and willingness to work voluntary/mandatory overtime that is required during the busy season. Ability to work days, nights, weekends, and holidays.
• Communication - Ability to effectively communicate professionally, both verbally and in writing. Ability to understand and follow verbal and written instructions.
• Mathematics - Ability to perform basic math (addition, subtraction, multiplication, and division) in all units of measure using whole numbers, fractions, and decimals.
• Language - Ability to identify and compare letters and numbers. Ability to read and interpret documents such as receivers, invoices, operating instructions, and procedure manuals. Ability to read and write simple sentences.
• Diversity-Oriented - Ability to work effectively with people regardless of their age, gender, race, ethnicity, religion, or job type.
• Relationship-Building - Ability to establish and maintain effective working relationships with customers, co-workers, and management.
• Productivity - Completion - Ability to complete necessary paperwork neatly and accurately and according to established guidelines.
• Paperwork - Verification - Ability to verify paperwork necessary to ensure customer is receiving correct product.
• Organized - Ability to follow a systematic method of performing a task.
• Accountability - Ability to accept responsibility and account for his/her actions.
• Accuracy - Ability to perform work accurately and thoroughly.
• Adaptability - Ability to adapt to change in the workplace.
• Autonomy - Ability to work independently with minimal supervision.
• Safety Awareness - Ability to identify and correct conditions that affect Team Member safety.

SKILLS & ABILITIES:

• Education - High School graduate or General Education Degree (GED) preferred.
• Experience - One (1) year of related experience in a warehouse or manufacturing environment and customer service experience.
• Computer Skills - Basic computer or tablet skills; basic office equipment. HighJump experience a plus.

BENEFITS:

• Medical/Dental/Vision
• Flexible Spending Account
• Life Insurance
• Accidental Death and Dismemberment Insurance
• Hospital Insurance
• Accident Insurance
• Critical Illness Insurance
• Pet Insurance