Internal Customer Assistance Network Team Lead

CDW•Vernon Hills, IL

33d•$25 - $34

About The Position

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW. Job Summary The ICAN Team Lead provides day-to-day guidance and support to a team of ICAN specialists responsible for executing program activities within the Quote-to-Cash (QTC) value stream. This role acts as a subject matter expert, assists with escalations, and ensures adherence to processes and service standards. The Team Lead partners with supervisors and managers to drive performance, quality, and continuous improvement.

Requirements

Bachelor's Degree and 4 years of experience in customer service, ICAN program operations, or related functions (including acting as a lead or mentor, handling escalations, and supporting process improvements) OR 7 years of experience without a degree in the areas above, including leadership responsibilities.
Strong knowledge of QTC processes and ICAN program operations.
Experience with Salesforce CRM, Service Central, and related tools.
Ability to coach and mentor team members, fostering a culture of accountability and customer focus.
Excellent communication and problem-solving skills, with the ability to manage escalations effectively.
Strong organizational skills and attention to detail in a fast-paced environment.

Responsibilities

Serve as a point of contact for escalated ICAN issues and provide resolution guidance.
Support daily operations by monitoring queues, workloads, and adherence to SLAs.
Provide coaching and feedback to team members to improve performance and customer experience.
Assist in onboarding and training new team members on ICAN processes, systems, and best practices.
Serve as a subject matter expert for internal tools utilized by the team to support work assignment completion, oversee these tools to ensure sustained productivity, communicate any service level concerns, and effectively troubleshoot system failures or outages.
Ensure accurate and timely documentation of standard operating procedures and support processes related to Service Central, Sale Force, internal and external 3rd Party systems.
Identify process gaps and recommend improvements to enhance efficiency and quality.
Collaborate with supervisors and managers on performance metrics and reporting.
Maintain compliance with internal policies and external regulations related to customer data and financial transactions.
Participate in cross-functional and vendor specific collaboration meetings