Customer Service Lead

About the company

Brio Water Technology, a Home Organizers, Inc. company, is a market leading water products brand that has helped millions stay hydrated through its unique and innovative product line. We offer full home water solutions designed to elevate the way people hydrate, combining sophisticated technology with modern, top tier design to deliver exceptional performance, customer satisfaction, and enhanced functionality.

About the role

• We're seeking a Customer Service Lead to oversee our order management operations while remaining highly hands-on in the day-to-day business. This is not a traditional management role—it's ideal for someone who enjoys taking ownership, solving problems independently, and leading by example.

• You'll serve as the primary point of contact for order issues, coordinating closely with Purchasing, Warehouse, Logistics, and Operations to ensure orders move efficiently from receipt through fulfillment. You'll also help establish best practices, support team members when needed, and drive continuous improvements to our customer experience.

• The ideal candidate is proactive, highly organized, resourceful, and comfortable making decisions with minimal supervision.

What you'll do

• Serve as the lead resource for order management operations

• Manage customer orders from receipt through fulfillment and delivery

• Monitor order status and proactively communicate updates to customers

• Coordinate with Purchasing, Warehouse, Inventory, and Logistics teams to ensure timely order fulfillment

• Resolve escalated customer concerns, shipping issues, and order discrepancies

• Manage backorders, special orders, and custom orders while maintaining customer satisfaction

• Support Will Call customers and ensure a seamless pickup experience

• Identify process improvements that increase efficiency and enhance the customer experience

• Help train, mentor, and support customer service team members as needed

• Maintain accurate customer records and order documentation within ERP and CRM systems

• Partner cross-functionally to proactively address inventory shortages and fulfillment challenges

• Prioritize competing demands while maintaining a high level of accuracy and professionalism

Qualifications

• 4+ years of customer service, wholesale customer service, order management, account management, or operations support experience

• Previous experience serving as a lead, senior representative, manager preferred

• Strong understanding of order management from entry through fulfillment

• Experience working closely with Warehouse, Purchasing, Inventory, and Logistics teams

• ERP experience required (Sage preferred)

• Salesforce or CRM experience preferred

• Excellent communication and conflict-resolution skills

• Strong organizational skills with exceptional attention to detail

• Ability to work independently and make sound decisions with minimal direction

• Advanced proficiency with Microsoft Excel, Outlook, and Microsoft Office

• Reliable, dependable, and committed to delivering exceptional customer service

What We're Looking For

• A self-starter who naturally takes ownership

• Someone who enjoys solving problems instead of escalating them

• A hands-on leader who leads by example

• Strong operational mindset with excellent follow-through

• Someone comfortable working independently in a fast-paced environment

• A collaborative partner who builds strong relationships across departments

• A professional looking for long-term growth within Brio Water Technology

Benefits / Perks

We believe in recognizing and rewarding our employees for a job well done. We offer growth potential for motivated individuals, competitive compensation, and a comprehensive benefits package, including:

• Medical, Dental, Vision, Life Insurance
• 401K Retirement Plan
• Paid Vacation Time
• Paid Holidays
• and More!