Setpoint Integrated Solutions, Inc. · 1 day ago
Customer Service & Fulfillment Team Lead
Baton Rouge, LA
Full-time
Onsite
Mid, Senior Level
3+ years expSetpoint Integrated Solutions, Inc. is a company focused on enhancing customer service and fulfillment operations. The Customer Service & Fulfillment Team Lead oversees daily operations, ensuring timely responses and seamless order execution while coaching team performance and driving process improvements.
Information TechnologyManufacturingSoftware
Responsibilities
Lead a team of Customer Service and Fulfillment Specialists to deliver responsive, high-quality support across phone, email, and ticket channels
Oversee case and ticket queues to ensure inquiries, complaints, and service requests are resolved within defined SLAs
Manage escalations, coordinate with technical, logistics, and order management teams to resolve complex issues
Maintain a deep understanding of customer contracts, delivery commitments, and account-specific service requirements
Monitor order status and fulfillment performance to ensure on-time, complete, and damage-free delivery
Partner with Logistics, Order Entry, and Production teams to prioritize urgent orders and resolve delivery or documentation issues
Manage fulfillment exceptions such as backorders, expedited requests, or credit holds
Support the execution of returns, RMAs, and warranty processes with accurate documentation and communication
Coach, train, and develop team members to strengthen technical product knowledge, communication skills, and problem-solving abilities
Oversee daily team huddles, share metrics, and communicate priorities and process updates
Support cross-training between customer service and fulfillment functions to ensure team flexibility and business continuity
Promote a positive, accountable team culture focused on customer outcomes and operational excellence
Enforce standardized processes for case handling, documentation, and order follow-up
Identify recurring issues and drive root cause correction in partnership with Quality, CX Systems, and Operations
Track and analyze KPIs such as response time, resolution rate, and fulfillment accuracy
Provide daily and weekly performance summaries to management and recommend continuous improvement actions
Qualification
Required
Bachelor's degree in Business, Supply Chain, or a related field preferred
3–5 years of experience in customer service, logistics, or fulfillment roles, ideally in a manufacturing or industrial environment
1–2 years of experience in a team lead, senior representative, or supervisory capacity
Strong customer empathy and problem-solving mindset
Skilled in managing competing priorities and time-sensitive requests
Working knowledge of ERP and CRM systems (e.g., SAP, NetSuite, Salesforce) and Microsoft Office tools
Proven ability to coach, mentor, and engage team members to high performance
Excellent verbal and written communication; capable of handling customer escalations professionally and effectively
Lifting up to 25 pounds
Bending, stooping, ability to stand for extended periods of time
Must be able to travel and have a clear driving record in accordance to company driving guidelines
Company
Setpoint Integrated Solutions, Inc.
Setpoint Integrated Solutions is an industrial automation company that provides process solutions and products.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Marie Magee
ACCOUNTS PAYABLE CLERK
Romona Kahey
SERVICE COORDINATOR ASSISTANT & ADMIN SUPPORT
Recent News
St. Charles Herald Guide
2023-03-14
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