Customer Service Representative

Bunzl Distribution NA; Winston-Salem (NC); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Access to earned wages before payday

Pay card option

Flexible pay access

Job summary

Bunzl Distribution NA is seeking a Customer Service Lead to guide a team of Customer Service Representatives and assist the Customer Care Manager with staffing, training and performance initiatives. You will drive daily operations, coaching, and process improvements to enhance service for internal and external customers.

Ideal candidates bring 3+ years in a CS/Call Center role, proven leadership, and strong communication skills.

Qualifications

• High School diploma; Bachelor's degree preferred.
• 3+ years of experience within a Customer Service/Call Center environment.
• Prior experience leading a team, ability to lead people and get results.
• Passionate, high energy, hands-on leader who has the skills to lead in a high growth environment with rapid change.
• Build relationships, trust and credibility.
• Communicate effectively, both verbally and in writing.
• Effectively work in a Windows environment with experience in Outlook, Word and Excel.
• Excellent verbal and written communication skills.
• Problem solver with the ability to multi-task using judgment and decision-making skills.
• Excellent detail-oriented customer service skills.

Responsibilities

• Provide daily direction and communication to employees so that customer service calls are answered in time, efficient and knowledgeable manner. Provide continual evaluation of processes and procedures. Suggest methods to improve area operations, efficiency and service to both internal and external customers.
• Provide statistical and performance feedback and coaching on a regular basis to each team member.
• Be available for employees that experience work problems proving appropriate coaching, counseling, direction and resolution
• Ensure that employees have the appropriate training and resources to perform their jobs. Respond to and resolve employee relations issues escalating to the Customer Care Manager and Human Resource Department as required.
• Create and maintain a high quality work environment so team members are motivated to perform at their highest level
• Address disciplinary and/or performance problems according to company policy.
• Assist Customer Care Manager with daily operation of call center to include the development, analyses and implementation of staffing, training, scheduling and recognition programs. Lead special projects as needed.
• Establish work procedures and processes that support DDS and departmental standards, procedures and strategic directives
• Use appropriate judgment in upward communication regarding department or employee concerns.
• Supports and drives ongoing change within the organization.
• Ensures compliance with company policies and procedures.

Skills

CS/Call Center experience

Leadership

Relationship building

Communication

Problem solving

Multi-tasking

Attention to detail

Team leadership

Education

High School diploma

Bachelor's degree preferred

Tools

Outlook

Word

Excel

Job description

The Customer Service Lead will provide quality and efficient customer service of customers through the daily management of a team of Customer Service Representatives. Responsible for assisting the Customer Care manager with development, analyses and implementation of staffing, training, scheduling, performance management, and reward and recognition programs.

Responsibilities

• Provide daily direction and communication to employees so that customer service calls are answered in time, efficient and knowledgeable manner. Provide continual evaluation of processes and procedures. Suggest methods to improve area operations, efficiency and service to both internal and external customers.
• Provide statistical and performance feedback and coaching on a regular basis to each team member.
• Be available for employees that experience work problems proving appropriate coaching, counseling, direction and resolution
• Ensure that employees have the appropriate training and resources to perform their jobs. Respond to and resolve employee relations issues escalating to the Customer Care Manager and Human Resource Department as required.
• Create and maintain a high quality work environment so team members are motivated to perform at their highest level
• Address disciplinary and/or performance problems according to company policy.
• Assist Customer Care Manager with daily operation of call center to include the development, analyses and implementation of staffing, training, scheduling and recognition programs. Lead special projects as needed.
• Establish work procedures and processes that support DDS and departmental standards, procedures and strategic directives
• Use appropriate judgment in upward communication regarding department or employee concerns.
• Supports and drives ongoing change within the organization.
• Ensures compliance with company policies and procedures.

Requirements

• High School diploma; Bachelor's degree preferred
• 3 or more years of experience within a Customer Service/Call Center environment
• Prior experience leading a team, ability to lead people and get results
• Passionate, high energy, hands-on leader who has the skills to lead in a high growth environment with rapid change.
• Build relationships, trust and credibility
• Communicate effectively, both verbally and in writing
• Effectively work in a Windows environment with experience in Outlook, Word and Excel
• Excellent verbal and written communication skills
• Problem solver with the ability to multi-task using judgment and decision-making skills
• Excellent detail-oriented customer service skills

Get Paid When You Need It!

• Access to a portion of your earned wages before payday
• Convenient pay card option - no bank account required
• Take control of your finances with flexible pay access

The perks of being a Bunzl team member don’t stop at being part of a great team or being valued as our #1 asset. We offer a full range of benefits to help our employees take care of themselves and their families today, tomorrow and for the future.

• Medical, Dental & Vision Benefits effective the 1st day of the month after 30 days
• Paid Time Off - Vacation, Sick, Holidays and Personal Time
• 401K with generous company match
• Additional benefit information can be found on the Bunzl Careers home page under Benefits and Perks.

Bunzl is a global leader in the Cleaning & Hygiene, Food Processing, Grocery, Health Care, Non-Food Retail, and Safety industries. We have grown both organically and through acquisitions to exceed $10 billion in sales. Headquartered in St. Louis, Missouri, Bunzl North America operates more than 100 warehouses and serves all 50 states, Puerto Rico, Canada, and parts of the Caribbean and Mexico. With more than 10,000 team members and over 400,000 supplies, Bunzl is recognized as a leading supplier across North America—and proudly certified as a Great Place to Work®.

Unlimited Potential… your career, our future.

Bunzl Distribution offers competitive salaries, a comfortable work environment, and a full range of benefits including a 401k with a company match.

Bunzl Distribution has a tradition of commitment to equal employment opportunity. It is the established policy to attract and retain the best qualified people without regard to race, color, religion, national origin, sex/gender (including pregnancy), sexual orientation, age, disability or veteran status as provided by law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities