Bilingual Customer Service Team Lead - Coaching & Growth

Uline

Kenosha (WI)

On-site

USD 45,000 - 52,000

Full time

7 days ago

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Benefits offered by this job

Health insurance

401(k) with 6% employer match starts n

Bonus programs

Paid holidays and generous paid time

Tuition Assistance Program

Job summary

Uline, a family-owned distributor of shipping and packaging materials, is seeking a Bilingual Customer Service Team Lead in Kenosha, WI. This on-site role leads a team of representatives to deliver fast, friendly, and customer-focused service, coaching on product knowledge, policies, and performance metrics.

The position requires a High School diploma or equivalent, 3+ years in customer service, 2+ years in leadership, and fluency in English and Spanish.

Qualifications

High School diploma or equivalent; Bachelor's degree preferred.
3+ years of customer service experience.
2+ years in a leadership/supervisory role.
Bilingual English/Spanish; fluent written and verbal.
Effective communication skills.

Responsibilities

Coach and develop Bilingual 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.