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Customer Support Lead

Location : Ashland, VA
Job Type : Direct
Hours : Full Time
Travel : No
Relocation : No
Job Industry : Internet - ECommerce
Job Category : Transportation and Warehousing

Job Description :

ProspectBlue is currently partnering with a Richmond area eCommerce fulfillment warehouse seeking a Customer Support Lead who will handle scheduling and managing of deliveries and fulfillment while supporting customers through the entire shipping process.

Inbound Support 

  • Assist with scheduling inbound containers (planned)

  • Assist receiving team by providing support on systemic issues

  • Ensure that inbound loads are closed in a timely manner and that issues are escalated to the customer as required

Wave Planning & Outbound Support

  • The Customer Support Lead will prioritize the shipping workflow throughout the facility to meet business needs

  • Utilize engineered productivity standards to determine order lead times and time required to complete work

  • Ensure that all orders are waved accurately and in a timely manner

  • Work cross functionally with Outbound Logistics Coordinator to solve challenges in fulfilling orders

  • Proactively monitor and communicate any order issues / shortage to customers and determine backorder requirements as outlined in each customer’s statement of work.

  • Plan carrier picks-ups as needed and communicate to Outbound Logistics Coordinator

Customer Support

  • Provide initial acknowledgement of customer’s ticket and aim to resolve issues at initial ticket receipt

  • Assign all other tickets based on topic / urgency to internal Customer Support teammates

  • Provide feedback on how to enhance customer experience through Warehouse Management (WMS) and ticketing system improvements


  • Generate continuous improvement ideas that can lead to improved warehouse safety, more cost effective and accurate picking, or can enhance the customers experience with the company

Required Qualifications :

  •  Willingness to perform tasks outside of daily job requirements to get the job done

  • Supportive of a collaborative and cohesive team

  • High School diploma or equivalent

  • College degree preferred but not required

  • Must be highly proficient in Microsoft Office, especially Microsoft Excel

  • 3-5 years of warehousing or supply chain experience preferred, or equivalent

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1650 Willow Lawn Drive
Suite 300
Richmond, VA 23230

(804) 282-1289

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An Affiliate of
ProspectBlue Ventures


1650 Willow Lawn Drive
Richmond, VA 23230

Suite 300

(804) 282-1029

follow us

An Affiliate of
ProspectBlue Ventures