Job Title

At Steel Fire, customers rely on us to make clear commitments and keep them. We operate as if we are an extension of our customers team with the same level of urgency, communication and organization they expect from each other. Contractors, and electricians plan their work around the orders they place with us. When we say something will ship, arrive, or be ready for pickup, their day depends on it. Our job is simple to describe but demanding to execute remove uncertainty so customers can plan their day with confidence. That is why we focus ourselves on Ship in 24. Orders ship within 24 hours with clear ownership, proactive communication, and reliable follow-through. This role helps make that possible. The Role This is a hands-on working role. The CX Lead Hand actively performs the day-to-day work while helping keep the team aligned and the operation moving. A large portion of the day will be spent picking, packing, and shipping customer orders. During busy periods, this can represent up to 40 percent or more of the role. You work alongside the warehouse and customer service teams to ensure orders move accurately and on time. You will move between the warehouse floor, packing stations, pickup counter, and team workstations, stepping in wherever the work needs attention. Throughout the day you will: Pick, pack, and ship customer orders to meet daily commitments Support the pickup counter and customer inquiries when needed Assist with order entry, shipment questions, and delivery updates Investigate order discrepancies or shipment issues Help keep work flowing when volumes increase or priorities shift You keep the day running. You sit in the middle of operations where customer service, order management, and warehouse activity meet. You help the team decide what needs attention first, resolve issues before they grow, and keep work flowing so customers receive clear answers and dependable results. This is a hands-on working leadership role that includes daily warehouse fulfillment responsibilities. One moment you may be helping investigate an order discrepancy, the next you may be guiding a team member through a shipment issue or helping pack an urgent order. You lead through presence and action. Your work creates calm and clarity in a fast-moving environment. When you do this job well, the team feels supported, customers receive consistent service, and managers only step in when a true exception occurs. What Your Day Might Look Like Starting the Day You begin the morning by reviewing the order board and shipment queue. Which orders must move today to meet Ship in 24? Are there any holds or missing information preventing shipment? Are there urgent pickups expected? You run a quick team huddle. Everyone leaves knowing what matters most today. Keeping the Floor Moving As the day unfolds, priorities shift. Orders come in. A customer arrives for pickup. A shipment has a discrepancy. Someone calls asking about delivery timing. You help the team navigate these moments. You redirect work when volumes spike. You step in when someone needs help solving a problem. You ensure orders move forward instead of getting stuck. You act as the first point of decision making, helping the team resolve most issues before they escape. Supporting Customers Customers reach out throughout the day with practical questions. Has my order shipped? Can this order go out today? Can I substitute a product if something is backordered? You help the team answer these questions clearly and confidently. Sometimes you will speak directly with customers at the pickup counter or on the phone. Other times you will support the team behind the scenes by confirming details and ensuring the information being shared is accurate. Customers should feel that the answer they receive from Steel Fire is dependable regardless of who they speak with. Solving Operational Issues No operation runs perfectly every day. A shipment may have the wrong item. Inventory may not match the system. A customer may report a damaged product. You lead the investigation. You check stock locations, review order history, speak with warehouse staff, and determine what happened. Then you coordinate the next step whether that means a replacement shipment, a credit, or correcting inventory records. More importantly, you view this as an opportunity to problem solve and implement a solution that addresses the problem and not the symptom resulting in happier customers and staff. Coaching the Team You help people get better at the work. Instead of simply giving answers, you show team members how to find the information themselves. You sit beside someone and walk through a tracking screen. You explain how to confirm a shipment method. You guide someone through resolving a customer issue. These real time moments shorten learning curves and build confidence across the team. Improving How Work Happens Because you are constantly in the flow of work, you see where friction exists. Maybe a system field creates confusion. Maybe an order step slows down packing. Maybe pickup orders sit too long without follow up. You track these patterns and work with the Customer Experience Manager to improve them. Small improvements every week make the operation stronger over time. Impact of the role: Process and oversee customer orders from entry through shipment confirming pricing, product details, and delivery expectations so customers can plan their work with confidence Respond to questions, prepare quotes, and support the pickup counter while maintaining clear communication with customers, drivers, and dispatch Lead resolution of returns, credits, and shipment issues by investigating root causes and coordinating a clear, professional response Act as the teams daily go-to resource, guiding priorities, balancing workloads, and helping others make consistent decisions in real time Step into the work during peak demand to keep orders moving and commitments intact Coordinate closely with warehouse and dispatch to ensure orders are prioritized, picked, packed, and shipped accurately and on time Confirm commitments before release, reducing surprises and preventing avoidable escalations Reinforce procedures and perform quality checks so standards are applied consistently across the day Coach team members through real situations to build confidence and shorten learning curves Identify recurring friction and partner with the Customer Experience Manager to improve processes and strengthen reliability Who Thrives Here Step into the action. Enjoy working where decisions are made and problems are solved in real time. Take ownership naturally. Notice when something is off and move it forward without waiting to be asked. Stay steady under pressure. Bring calm and clarity when the day gets busy or priorities shift. Solve problems in the moment. Investigate issues quickly and work toward practical solutions. Support and guide others. Help coworkers learn by walking them through problems rather than simply fixing them. Pay attention to details. Double-check information, shipments, and commitments before they reach the customer. Communicate clearly and respectfully. Explain information in a way that customers and coworkers can trust. Notice patterns. Identify recurring issues and help improve processes so problems dont repeat. Work comfortably across teams. Move between customer service, warehouse operations, and dispatch without hesitation. Build structure and consistency over time. Create an environment with predictable customer experience Take pride in reliability. Feel satisfied when the team delivers consistent, dependable results for customers. Who May Struggle Here Prefers a desk management role. A meaningful portion of the day will involve picking, packing, and shipping orders alongside the team. The Lead Hand works in the operation, not above it. If someone prefers primarily desk-based work or feels that fulfillment work is not part of the role they want to play, this position will likely not be the right fit. Prefer constant direction. Expect clear step-by-step instructions rather than helping shape the day. Prefer narrow responsibilities. Feel uncomfortable moving between different types of work throughout the day. Avoid difficult conversations. Hesitate to redirect priorities or address mistakes when needed. Prefer working independently. Find frequent collaboration and communication draining. Focus more on speed than accuracy. Rush through tasks without verifying details. Avoid operational problem solving. Feel uncomfortable investigating issues or resolving unexpected situations. Prefer routine and predictability. Feel unsettled when priorities shift quickly during the day Qualification and Experience A diploma or degree is helpful, but your experience and approach matter most. You bring 3 to 5+ years of experience in customer service, order management, logistics, or distribution, ideally within a manufacturing or warehouse environment. You are comfortable working across front office and warehouse operations, using ERP systems for order processing and inventory management, and managing multiple priorities with accuracy and care. Most importantly, you care deeply about delivering great service and helping a team succeed. To know more & apply: #J-18808-Ljbffr