Customer Service Lead (Warehouse)

Texas Iron and Metal is looking for a Customer Service Lead who takes ownership of the customer experience and refuses to let orders, communication, or follow-through fall through the cracks. This role is front-and-center in protecting revenue, retaining customers, and keeping business moving.

You’ll lead the order fulfillment team while working side-by-side with sales and the warehouse to turn customer demand into executed orders—safe, fast and accurately. When issues arise, you’re the one who steps in, solves the problem, and keeps the customer confident in doing business with Texas Iron and Metal. This is a hands-on role for someone who thrives in a high-volume, industrial environment and understands that great service directly drives repeat business.

Knowledge, Skills, and Abilities

· Strong leadership and team mentoring skills

· Excellent verbal and written communication abilities

· Organized, detail-oriented, and process-driven

· Skilled at resolving escalated customer inquiries with professionalism

· Ability to coach, train, and develop team members to improve performance

· Proficient in Microsoft Office and ERP/customer service systems

· Comfortable handling multiple priorities and tasks with urgency and accuracy

· Strong analytical thinker with a continuous improvement mindset

· Ability to work collaboratively across departments (sales, warehouse and transportation)

· Customer-focused with a commitment to safety, service, quality and satisfaction

· Experience managing metrics, documentation, and process improvements

· Understands the impact of customer service on overall business success and customer loyalty

· Knowledge of RF scanners for order fulfillment

Key Responsibilities

· Lead, support, and mentor the order fulfillment team to consistently deliver excellent service

· Act as the first point of escalation for complex or sensitive customer issues

· Ensure accurate and timely order fulfillment, delivery status updates, and customer communication

· Coordinate with Sales, Warehouse, and Transportation to resolve issues and provide status updates

· Monitor key performance indicators (KPIs) and drive improvements in response time, accuracy, and satisfaction

· Maintain customer service documentation and Standard Operating Procedures (SOPs)

· Support training and onboarding for new team members and ongoing development for existing staff

· Identify opportunities for process improvements that enhance customer experience and efficiency

Qualifications

· 3+ years of customer service experience, preferably in a B2B or industrial environment

· Prior experience in a lead, senior, or supervisory customer service role

· Strong communication, organization, and problem-solving skills

· Ability to manage customer escalations calmly and professionally

· Comfortable working in a fast-paced, warehouse-driven environment

· Proficient with order management systems and standard office software

· Must enjoy spending a majority of the day outdoors including exposure to Texas weather.

Benefits:

· Competitive salary with performance-based bonuses.

· Comprehensive health, dental, and vision insurance.

· 401(k) with company matching.

· Opportunities for professional development and growth.

· Profit Sharing.

Job Type: Full-time

Pay: $19.00 - $22.00 per hour

Benefits:

- 401(k)

- 401(k) matching

- Dental insurance

- Health insurance

- Life insurance

- Paid time off

- Vision insurance

Schedule:

- 10 hour shift

- Day shift

- Monday to Friday

- Weekends as needed

Experience:

- Customer service: 3 years (Required)

Language:

- English (Required)

- Spanish (Preferred)

Ability to Commute:

- Houston, TX 77020 (Required)

Ability to Relocate:

- Houston, TX 77020: Relocate before starting work (Required)

Work Location: In person