Bilingual Customer Service Team Lead — Coaching & Growth

Ninesmw

Illinois

On-site

USD 45,000 - 52,000

Full time

4 days ago

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Benefits offered by this job

Complete health insurance coverage and

401(k) with 6% employer match that

Multiple bonus programs.

Paid holidays and generous paid time –

Tuition Assistance Program

Employee Perks Café

On-site fitness center

Best-in-class, clean, modernFacilities

Job summary

Uline, a family-owned company and North America's leading distributor of shipping, industrial, and packaging materials, seeks a Bilingual Customer Service Team Lead to coach and empower representatives to deliver fast, friendly and customer-focused service our customers love.

This on-site role in Kenosha, Wisconsin, will monitor calls and emails, provide coaching and performance reviews, guide policy updates, and support the team with escalated issues to drive efficiency and satisfaction.

Qualifications

3+ years of customer service experience.
2+ years of leadership / supervisory experience preferred.
Fluent in English and Spanish (verbal and written).

Responsibilities

Coach and develop Bilingual Customer Service Representatives in product knowledge, policies, procedures and performance metrics.
Review phone, email and other customer interactions to evaluate quality and provide coaching and performance reviews.
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 and provide training.
Handle escalated customer issues and provide weekly support for customer interactions.