DC Lead - Customer Service

Company Overview

Gerrie Electric is a multi-branch, family-owned electrical distribution company with a long-standing history of growth and operational excellence. The organization has expanded consistently through new branches, acquisitions, and strategic initiatives, while maintaining a strong entrepreneurial and hands-on culture.

Known for its deeply embedded service mindset and strong relationships across customers, employees, and partners, Gerrie Electric prioritizes long-term value creation over short-term results. The company also places a strong emphasis on innovation and technology, leveraging systems and data to drive efficiency, scalability, and continued growth within a multi-generational leadership structure.

Life at Gerrie

At Gerrie Electric, we’re more than a company—we’re a family.

Driven by our purpose to passionately help our customers be more successful by delivering exceptional experiences, everything we do starts with people. We’ve built a culture where you’re supported, challenged, and inspired to grow.

Our values come to life every day:

• We create an inspiring culture where ideas matter and people thrive

• We act with integrity in all we do, building trust through every interaction

• We foster a caring, nurturing family environment where you truly belong

Here, relationships come first. We celebrate wins together, support each other through challenges, and take pride in doing meaningful work that makes a difference.

If you’re looking for a place where you can build a career, be part of something bigger, and grow alongside a team that feels like family—Gerrie Electric is that place.

Position Summary

The DC Lead Customer Service ensures customers visiting or interacting with the Distribution Centre receive an exceptional experience by coordinating order readiness, resolving discrepancies, supporting transactional accuracy, and maintaining an organized and professional front-end environment.

Reports to: Director of DC and Logistics Operations

Key Accountabilities

Customer Experience and Order Coordination

• Greet customers and ensure orders are accurate and ready for pickup.
• Coordinate order readiness adjustments when required.
• Ensure a professional, organized customer service environment.

Transactional Accuracy and Invoicing Support

• Advance collected and delivered orders for invoicing.
• Process customer credits accurately and promptly.
• Ensure transfer orders are properly advanced for billing.

Discrepancy and Vendor Issue Resolution

• Resolve shipping discrepancies from branches.
• Enter and track vendor issues accurately.
• Support inventory-related controls such as poka-yokes.

Key Measures of Success

Exceptional Customer Experience

• Customers receive accurate orders with minimal delays or confusion.
• Professional and organized front-end environment maintained daily.
• Issues are addressed in real time to prevent escalation or repeat concerns.

Accurate and Timely Invoicing

• All collected orders advanced for invoicing promptly.
• All delivered transfer orders advanced accurately for billing.
• Credits processed correctly to prevent billing discrepancies or rework.

Reduced Transactional and Shipping Errors

• Shipping discrepancies from branches resolved promptly.
• Vendor issues entered accurately and kept up to date.
• Inventory-related controls (e.g., poka-yokes) supported to prevent repeat errors.

Organized and Controlled Front-End Operations

• Customer service area remains clean, orderly, and audit-ready.
• Orders are staged and coordinated to reduce wait times and congestion.
• Front-end workflow supports overall DC efficiency and communication with Operations.

Education Required

• Post-secondary education, ideally in Business or Supply Chain Management.

Skills and Experience Required

3–5 years of customer service and warehouse/distribution operations experience, with exposure to inventory systems and order management.

Customer Service and Operations
Demonstrates the ability to interact professionally with customers while managing multiple operational tasks in a fast-paced warehouse environment. Maintains a strong customer-first mindset while supporting front-end warehouse activities.

Systems and Inventory Knowledge
Strong working knowledge of warehouse systems such as JDE (WMS), Autostore, DSI Scripts, and Cubiscan. Solid understanding of inventory processes and transactional workflows to ensure order accuracy and efficient issue resolution.

Problem Solving and Execution
Experienced in processing credits, resolving shipping discrepancies, and supporting vendor issue entry. Able to manage documentation, follow-up, and multitask effectively to keep operations running smoothly.

Communication and Coordination
Clear and effective communicator using email and ticketing systems to ensure accurate documentation and collaboration across warehouse, inventory, and sales teams.

Accountability and Reliability
Reliable with strong personal accountability and consistent attendance. Detail-oriented and organized, maintaining accuracy in transactions and documentation while staying calm under pressure.

Teamwork and Professionalism
Collaborative team player who works well across departments, maintains a clean and structured work area, and contributes to a positive, professional environment.