Customer Service Team Lead

Uline•Pleasant Prairie, WI

12h•Onsite

About The Position

As Customer Service Team Lead at Uline, you will ensure representatives are trained and empowered to be ultimate problem solvers, delivering a fast, friendly, and customer-focused experience. Uline, a family-owned company with over 45 years of success, is North America’s leading distributor of shipping, industrial, and packaging materials, employing over 9,800 individuals across 14 locations. The company is committed to providing businesses with high-quality, in-stock products and exceptional customer service through its dedicated team.

Requirements

High School diploma or equivalent required.
3+ years of customer service experience.
Effective communication skills.

Nice To Haves

Bachelor’s degree preferred.
2+ years of experience in a leadership / supervisory role preferred.

Responsibilities

Coach and develop Customer Service Representatives in all areas including product knowledge, policies and procedures as well as performance metrics.
Review phone, email and other customer interactions to evaluate quality, track results and provide coaching and performance reviews for increased success.
Provide feedback to management on processes improvements that increase efficiency and customer satisfaction.
Facilitate team meetings and one-on-one sessions to communicate policy updates, company information and provide training and coaching.
Handle escalated customer issues and provide weekly support for customer interactions.