CSR Lead - Warehouse Operations | Work from Home

We’re Hiring: CSR Lead - Warehouse Operations!

Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment? We got you covered!

Attach this together with your updated CV to become a priority applicant!

Schedule: Night Shift

Job Description:

The CSR Lead is responsible for overseeing and supporting the daily activities of the warehouse customer service team. This role serves as the main point of escalation for customer issues, coordinates with warehouse operations, and ensures that all customer accounts are managed accurately, efficiently, and in line with service level agreements (SLAs).

The CSR Lead provides training, guidance, and cross-coverage planning for the CSR team to maintain consistent service, even during peak periods or staff absences. This position works closely with warehouse leadership, operations, and external customers to improve communication, resolve service challenges, and enhance customer satisfaction.

• Act as the first line of support for escalated customer issues and resolve them in a timely manner.
• Lead and mentor CSR team members, providing training, feedback, and performance support.
• Monitor daily CSR workload, ensuring orders, tracking updates, and documentation are processed accurately and on time.
• Oversee customer-specific requirements (routing guides, shipping instructions, portals, compliance).
• Develop and maintain standard operating procedures (SOPs) for each customer account.
• Coordinate cross-training plans to ensure backup coverage for all accounts.
• Work closely with warehouse supervisors and managers to align customer needs with operational execution.
• Prepare and review customer reports, metrics, and compliance documentation.
• Support process improvement initiatives to streamline customer communication and order management.
• Participate in customer meetings, providing updates and addressing service concerns.

• Check inventory for assigned customers.
• Coordinate with warehouse and upper management if inventory adjustments (ADJ) are required in AV.
• Report approved inventory adjustments to customers once supervisor approval is obtained.
• Audit processes and inventory to track performance.

• Continue processing all order-related activities.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Respond promptly to customer inquiries through various communication channels.
• Acknowledge and resolve customer complaints.
• Maintain in-depth knowledge of customer products and services.
• Process orders including routing, labels, and BOLs, ensuring all information matches the PO before releasing documents to the warehouse.

• Double-check billing details including units, dollar amounts, dates, and supporting data prior to invoice posting.
• Maintain accurate records of customer interactions, comments, and complaints.
• Maintain various reports serving different operational and customer needs.

• Communicate and coordinate effectively with warehouse teams and co-workers.
• Provide feedback on the efficiency of customer service processes.
• Ensure customer satisfaction by delivering professional customer support.

Qualification and requirements:

• High school diploma or GED preferred, or an equivalent combination of education and experience.
• One (1) to two (2) years of related experience in a similar industry; additional education may be substituted for work experience.
• Strong internal communication skills.
• Computer literacy and comfort with industry-related technology.
• Demonstrated leadership ability and goal achievement.
• Strong attention to detail with the ability to minimize errors.
• Diligent, punctual, and reliable.
• Proficiency in Microsoft Office tools (Word, Excel, etc.).

Non-negotiable skills & requirements:

• High school diploma or GED preferred, or an equivalent combination of education and experience.
• One (1) to two (2) years of related experience in a similar industry; additional education may be substituted for work experience.
• Strong internal communication skills.
• Computer literacy and comfort with industry-related technology.

Perks & Benefits (Work From Home):

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Flexible leave credits which may be used for vacation, emergency and sick leaves
• Quarterly perks boxes for WFH staff, offering groceries and snacks to keep you fueled Superb and exciting Mid-Year Parties – with items to give away and cash prizes!
• Endless opportunities for career advancement
• Annual Performance Review with Salary Increase
• We set you up for success with a company-provided PC/Laptop and fiber internet connection
• Tech-on-wheels Support
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
• International career growth and connections
• Unlimited cash incentives for hired referrals
• Mental Wellness Employee Assistance program through Lifeworks
• In-house psychiatrist available to support employees' well-being
• Become part of the Employee Share Units program
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.

Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

• Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
• Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
• Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.

**To become a priority applicant, please share a 1-2 minute video introduction detailing you experience in this specific role. You can upload your video to the CSJobs platforms. Please use a clean, distraction-free background and speak clearly and articulately.**