Lead Customer Service Representative (Contract)

Location: Suffolk, VA
Duration: 18-Week Assignment, contract to permanent position 
Schedule: 5:00 AM – 2:00 PM EST, Monday–Friday (occasional Saturdays as needed)

Responsibilities:

• Supervise and coordinate daily operations of a customer service team to ensure achievement of key performance goals in a fast-paced logistics environment
• Lead, coach, and develop team members to deliver high-quality customer interactions, strengthen relationships, and ensure timely service delivery
• Monitor and maintain daily and weekly performance metrics for direct reports, analyzing results to improve operational efficiency
• Support team development by fostering a high-performance, collaborative work environment
• Troubleshoot operational and service-related issues, providing guidance and solutions to ensure continuity and efficiency
• Serve as the primary escalation point for complex customer issues, using advanced problem-solving skills to ensure timely resolution and customer satisfaction
• Oversee dispatch-related activities including routing, route monitoring, and coordination with delivery teams to ensure successful execution
• Complete and maintain required team reports and documentation to support performance tracking and decision-making
• Utilize Microsoft Office tools (Word, Excel, Outlook) to manage communication, reporting, and operational tasks
• Demonstrate strong time management, multitasking, and organizational skills while thriving under pressure

Qualifications:

• 4+ years of customer service experience handling complex transactions, including at least 1 year in a team lead role
• Experience with dispatch operations, including routing and monitoring delivery routes (preferred)
• Proficiency in Microsoft Office (Word, Excel, Outlook)
• Strong leadership, problem-solving, and communication skills
• Ability to multitask, stay organized, and perform effectively in a high-pressure environment
• Call center experience (preferred)

Category Code: JN003
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