2024 Star Women in Convenience winner: Josie Licata

Customer service team lead

ITWAL Ltd.

How did you get into this business?

I have been with ITWAL for more than 22 years. I started as a customer order desk representative and through various progressions I moved to the customer service team lead role where I manage the entire CSR team. The role involves supporting members and suppliers on managing seasonal orders, controlled orders, and daily support for any questions or inquiries on open stock orders. 

What work-related accomplishment are you most proud of during the last 12-18 months? 

Working together with our IT group, procurement team, and my manager, we implemented a new ordering tool on our custom ordering website. This allowed for a more efficient way to order products that are not regularly carried in our warehouse. This process reduced emails and paperwork significantly without any impact to our day-to-day business.

What do you like most about your job? 

That I can interact with all departments on a day-to-day basis and, of course, working with an amazing team.

What's the best advice you ever received?

Remember to maintain a healthy work-life balance. This way you can perform at your best.