Bilingual CS Team Lead — Grow, Coach & Elevate

Uline; Waukegan (IL); On-site; USD 45,000 - 52,000; Full time

Benefits offered by this job

Complete health insurance coverage

401(k) with 6% employer match

Tuition Assistance Program

Paid holidays and generous PTO

Job summary

Uline, a leading distributor of shipping, industrial, and packaging materials, is seeking a Bilingual Customer Service Team Lead in Kenosha, WI. You will coach and elevate a bilingual team, ensuring top-notch service, policy adherence, and strong customer satisfaction.

Responsibilities include reviewing interactions for quality, providing coaching, and driving process improvements while leading meetings and supporting escalations.

Qualifications

• Bilingual (English / Spanish) fluent in both verbal and written forms.
• 3+ years of customer service experience.
• 2+ years in a leadership/supervisory role preferred.
• Effective communication skills.

Responsibilities

• Coach and develop Bilingual Customer Service Representatives in product knowledge, policies, procedures and performance metrics.
• Review phone, email and other interactions to evaluate quality, track results and provide coaching and reviews.
• Provide feedback to management on processes to improve efficiency and customer satisfaction.
• Facilitate team meetings and one-on-one sessions to communicate policy updates and training.
• Handle escalated customer issues and provide weekly support for customer interactions.

Skills

Bilingual English/Spanish

Customer service experience

Leadership/ supervision

Effective communication

Education

High School diploma or equivalent

Bachelor's degree preferred

Job description

Uline, a leading distributor of shipping, industrial, and packaging materials, is seeking a Bilingual Customer Service Team Lead in Kenosha, WI. You will coach and elevate a bilingual team, ensuring top-notch service, policy adherence, and strong customer satisfaction.

Responsibilities include reviewing interactions for quality, providing coaching, and driving process improvements while leading meetings and supporting escalations.