KJUS | Lead Customer Service Representative

Lead Customer Service Representative responsible for delivering an exceptional customer experience across wholesale, e-commerce, and sales representative channels. Primary trainer for new hires, onboarding and maintaining consistent communication with the team; responsible for training, documenting, and improving customer service policies and procedures with support from the Customer Operations Manager. Monitors KPIs to ensure service targets are met; oversees inventory data integrity across business systems; provides guidance to team members to address customer and sales rep inquiries promptly. Handles warranty claims with professionalism, supports order fulfillment and shipment accuracy, coordinates with 3PL partners to meet KJUS standards, and contributes to event coverage at trade shows or golf/ski events. Maintains product knowledge across lines to support the CS team and assists with order processing, re-order requests, warranties, and general administrative duties for operations, sales, and marketing teams.