Lead Hand Customer Experience/Warehouse Operations

Why This Role Exists:

At Steel Fire, customers rely on us to make clear commitments and keep them. We operate as if we are an extension of our customer’s 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.

Key Responsibilities:

• Process and oversee customer orders from entry through shipment, confirming pricing, product details, and delivery expectations so customers can plan 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 team's 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