Team Lead, Warehousing Client Services

About the role

Estes Forwarding Worldwide (EFW) is a leading domestic and international freight forwarder in the United States, providing customized logistics and warehousing solutions for clients around the world and across all industries via air, ground, and ocean freight. A subsidiary of Estes Express Lines with headquarters in Richmond, Virginia, EFW is uniquely backed by Estes Express Lines' extensive line haul network, offering a hybrid transportation network. The company has received industry awards, including Specialty Carrier of the Year and E-Commerce Delivery Carrier of the Year, and has been recognized by Global Trade Americas as a leading 3PL to watch. We are proud to offer highly competitive pay and a comprehensive benefits package, including Paid vacation, sick time, and holidays; a 401(k) plan with company match; Medical, dental, and vision insurance; Short- and long-term disability plans; Life and accidental death & dismemberment insurance; and a Job referral bonus program.

Responsibilities

• Oversee a team of Coordinator, Warehousing Client Services, and ensure day-to-day responsibilities are completed correctly and timely.
• Train new Coordinator, Warehousing Client Services on job responsibilities.
• Must be readily available to assist the Coordinator, Warehousing Client Services team with questions and help with any escalated customer or driver concerns.
• Engage in solutions-based communication with clients.
• Interface directly with the warehouse team to ensure accurate and timely processing of orders and receipts.
• Process transactions in the Warehouse management system to complete receipts/shipments/inventory transfers.
• Perform cycle counts in the warehouse and investigate any inventory discrepancies.
• Adhere to Warehousing best practices and standard operating procedures.
• Drive continuous improvement within the organization through collaboration with site managers.
• Identify trends, key issues, and successes through data analysis and customer feedback.
• Recognize opportunities for enhancing and expanding EFW client relationships.
• Respond to client inquiries quickly and efficiently.
• Provide prompt and professional customer service to new leads and prospects.
• Proactively engage customers to build rapport and ask for new opportunities.
• Follow up opportunities to receive feedback and continuously improve the process.
• Cook up with appropriate operations personnel to source transportation for secured moves.
• Work with operations personnel to make sure specific client expectations are met.
• Provide clients with proactive notification of deliveries or service issues to ensure continuous communication.
• Direct drivers to appropriate docks.
• Handle data entry of orders, receipts, shipments, and BOLs.
• Aid in resolving escalated client issues.
• Continually develop market and industry knowledge to facilitate success.
• Look for ways to continuously improve processes.
• Develop and use collaborative relationships to accomplish work goals.
• Comply with company C-TPAT and TSA security procedures.
• Perform other duties as assigned.

Qualifications

• Minimum of a Bachelor's degree (or equivalent) and 2-5 years of experience in Transportation or Warehousing preferred.
• Intermediate proficiency in Microsoft Office, internet, web-based, and job-specific software applications.
• Excellent written and oral communication skills.
• Strong organizational skills and close attention to detail.
• Ability to work independently and remain self-motivated with minimal direct supervision.
• Ability to write comprehensive and detailed business correspondence.
• Ability to work with groups of people such as other departments and communicate known concepts.
• Ability to solve problems with a variety of concrete variables through semi-standardized solutions that require some ingenuity and analysis.
• Ability to draw inferences and follow prescribed and detailed procedures to solve moderately complex problems.
• Pass a pre-employment drug screen, random drug and/or alcohol tests, and be subject to a criminal history background check.
• Be eligible to work in the United States.

Skills and Abilities

• Intermediate proficiency in Microsoft Office, internet, web-based, and job-specific software applications.
• Excellent written and oral communication skills.
• Strong organizational skills and close attention to detail.
• Ability to work independently and remain self-motivated with minimal direct supervision.
• Ability to write comprehensive and detailed business correspondence.
• Ability to work with groups of people such as other departments and communicate known concepts.
• Ability to solve problems with a variety of concrete variables through semi-standardized solutions that require some ingenuity and analysis.
• Ability to draw inferences and follow prescribed and detailed procedures to solve moderately complex problems.

Prior Experience

• Minimum of a Bachelor's degree (or equivalent) and 2-5 years of experience in Transportation or Warehousing preferred.
• Intermediate proficiency in Microsoft Office, internet, web-based, and job-specific software applications.
• Excellent written and oral communication skills.
• Strong organizational skills and close attention to detail.
• Ability to work independently and remain self-motivated with minimal direct supervision.
• Ability to write comprehensive and detailed business correspondence.
• Ability to work with groups of people such as other departments and communicate known concepts.
• Ability to solve problems with a variety of concrete variables through semi-standardized solutions that require some ingenuity and analysis.
• Ability to draw inferences and follow prescribed and detailed procedures to solve moderately complex problems.

Education

• Minimum of a Bachelor's degree (or equivalent) and 2-5 years of experience in Transportation or Warehousing preferred.

License/Certification

• No required licenses/certifications.

Travel

• No travel required.

Physical Demands

• Typically sitting at a desk or table.
• Intermittently sitting, standing, walking or stooping.
• Exposure to moving mechanical parts.
• Frequent exposure to wet and/or humid conditions and extreme cold and/or heat.
• Occasional exposure to high, precarious places; fumes or airborne particles; toxic or caustic chemicals; outside weather conditions; risk of electrical shock and vibration.
• No exposure to radiation or nuclear materials.
• Normal office situation.
• Exposure to normal office equipment.

Work Environment

• Normal office situation.
• Exposure to moving mechanical parts.
• Frequent exposure to wet and/or humid conditions and extreme cold and/or heat.
• Occasional exposure to high, precarious places; fumes or airborne particles; toxic or caustic chemicals; outside weather conditions; risk of electrical shock and vibration.
• No exposure to radiation or nuclear materials.
• Normal office situation.
• Exposure to normal office equipment.

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, ethnicity, color, creed, religion, national origin, age, disability status, protected veteran status, marital status, sexual orientation, gender identity or expression, or any other legally protected status.