Customer Service Professional II - Warehouse Team Lead

Computer World Services Corp (CWS) is seeking a detail-oriented and results-driven Customer Service Professional - Warehouse Team Lead who is responsible for overseeing warehouse operations supporting IT asset management, including receiving, inventory control, staging, distribution, and lifecycle management of hardware assets. This role ensures accurate tracking, secure handling, and timely delivery of IT equipment to support enterprise operations.

 

The Warehouse Team Lead provides leadership, coordination, and process oversight to maintain efficient warehouse operations while ensuring compliance with organizational policies, asset management standards, and customer service expectations.

Key Tasks & Responsibilities

Warehouse Operations & Inventory Management

• Manage daily warehouse operations, including receiving, storing, staging, and distributing IT equipment.
• Maintain accurate inventory of hardware assets (e.g., desktops, laptops, peripherals, and accessories).
• Oversee asset tagging, tracking, and reconciliation in asset management systems (e.g., ServiceNow).
• Ensure proper handling, storage, and security of IT equipment.
• Coordinate shipment and delivery of equipment to end users and support teams.
• Coordinate with Help Desk, MAC teams, and Windows desktop support staff to fulfill equipment requests.
• Serve as point of contact for warehouse-related inquiries and escalations.
• Ensure timely fulfillment of service requests and minimize delays impacting end users.
• Maintain high levels of customer satisfaction through accurate and responsive service.

Asset Lifecycle & Hardware Management

• Support full lifecycle management of IT assets, including procurement, deployment, refresh, and disposal.
• Evaluate incoming hardware for condition, compatibility, and compliance with standards.
• Assist in developing hardware standards, inventory controls, and warehouse procedures.
• Maintain records and reports on asset inventory, utilization, and lifecycle status.
• Ensure proper disposition of retired equipment in accordance with security and compliance requirements.

Customer Service & Support Coordination

• Coordinate with Help Desk, MAC teams, and Windows desktop support staff to fulfill equipment requests.
• Serve as point of contact for warehouse-related inquiries and escalations.
• Ensure timely fulfillment of service requests and minimize delays impacting end users.
• Maintain high levels of customer satisfaction through accurate and responsive service

Leadership & Team Oversight

• Lead and supervise warehouse staff and logistics personnel.
• Assign and prioritize tasks to meet operational demands and service levels.
• Provide training and guidance on inventory processes, tools, and procedures.
• Monitor team performance and ensure adherence to quality and accuracy standards.
• Support hiring, onboarding, and staff development activities.

Process Improvement & Reporting

• Identify inefficiencies in warehouse and inventory processes and implement improvements.
• Develop and track KPIs such as inventory accuracy, fulfillment time, and asset turnaround.
• Ensure accurate documentation of asset movements and transactions in ITSM/ITAM tools.
• Support audits by maintaining detailed records and compliance documentation.
• Ensure adherence to IT security policies, asset control standards, and regulatory requirements.

Required Skills & Competencies

• Strong knowledge of inventory management and asset tracking systems
• Familiarity with IT hardware (desktops, laptops, peripherals)
• Experience with ITSM/ITAM tools (e.g., ServiceNow)
• Strong organizational and logistical coordination skills
• Excellent customer service and communication skills
• Attention to detail and accuracy in inventory control

Preferred Qualifications

• Experience in federal or government IT