Position Summary: The Customer Service Representative II is an expert-level role designed for high-performing professionals who manage the company's most complex or strategic National Accounts. This position involves not only executing daily service tasks but also driving strategic initiatives, analyzing high-level data, and serving as a team lead. The CSR II acts as a subject matter expert, handling escalations that cannot be resolved at the Tier I levels and mentoring junior staff. Essential Duties and Responsibilities: • Strategic Account Leadership: • Serve as the lead point of contact for National Accounts or large-scale clients, managing complex program rollouts, cross-docking projects, and supply chain integration. • Lead Quarterly Business Reviews (QBRs) and strategic planning meetings with key clients to drive satisfaction and retention. • Proactively identify risks in the supply chain or service delivery and develop contingency plans to mitigate customer impact. • Advanced Analysis & Escalation: • Handle high-level escalations and critical issues, resolving problems that fall outside standard policies or procedures. • Analyze complex data sets to provide actionable insights to leadership and clients regarding inventory trends, cost-to-serve, and service level agreements (SLAs). • Monitor and control budgets for assigned customer projects, ensuring cost objectives are met. • Mentorship & Process Improvement: • Serve as a mentor and trainer for Customer Service Representatives I, providing guidance on complex systems and difficult customer interactions. • Partner with Business Excellence and Operations to identify process gaps and implement system enhancements (e.g., WMS upgrades, new SOPs). • Assist the Customer Service Manager with special projects, team scheduling, and workflow planning. Required Qualifications: • High School Diploma or GED required; Bachelor’s degree preferred but not required. • 4+ years of progressive experience in customer service management, logistics coordination, or account management. • Deep knowledge of warehousing operations, inventory control, and supply chain logistics. • Demonstrated experience managing complex projects, National Accounts, or serving in a team lead capacity. • Advanced proficiency in data analysis, reporting tools (Excel, Tableau), and WMS/CRM systems. • Exceptional leadership, conflict resolution, and strategic thinking capabilities. Physical Demands: • Ability to sit, stand, and walk for extended periods. • Regular use of computer,phone, and office equipment. • Occasionally lift and move up to 15lbs. Work Environment: • This job operates in an office environment with occasional visits to warehouse environments where the employee could be exposed to varying temperatures and a higher level of noise. • Requires the ability to adapt to a fast-paced, dynamic work environment with shifting priorities. Travel Requirements: • Regular travel will be required for project oversight, meetings, and site visits (up to10% of the time). Equipment Used: • Standard office equipment such as computers, printers, phones, and scanners. • Proficiency with business software including Microsoft Office Suite, CRM systems, and project management tools is essential. Supervisory Responsibilities: • This position has no direct supervisory responsibilities. Benefits Offered: • Medical/Dental/Vision Insurance- First of the month after 30 days of employment • 401K with company match • PTO and Holiday eligibility on the date of hire • Weekly Pay • Full Grant Tuition & Tuition Reimbursement