Customer Service Team Lead

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

Benefits offered by this job

Health insurance

401(k) match

Paid holidays

Tuition assistance

Café

Fitness center

Modern facilities

Job summary

Uline is seeking a Customer Service Team Lead in Illinois to coach and empower representatives for fast, friendly, customer-focused support. The role rewards significant growth potential with strong benefits and on-site facilities.

Responsibilities include coaching on product knowledge, policies, and performance metrics, plus reviewing interactions to improve quality and delivering regular feedback. On-site position with competitive pay and advancement opportunities.

Qualifications

• 3+ years of customer service experience.
• 2+ years in a leadership/supervisory role (preferred).
• Bachelor’s degree preferred.
• On-site position – IL/Gurnee area.

Responsibilities

• Coach and develop CS reps on product knowledge, policies and performance metrics.
• Review calls and emails to assess quality and provide coaching.
• Suggest process improvements to boost efficiency and customer satisfaction.
• Lead team meetings and one-on-one coaching sessions.
• Handle escalated issues and provide weekly customer support.

Skills

Customer service

Leadership

Coaching

Education

High School diploma or equivalent

Bachelor’s degree preferred

Job description

Sep 2, 2026

$33 - $38/hour

Pay from $33 to $38 per hour with significant growth and earning potential!

Leading the way with legendary customer service - at Uline! As Customer Service Team Lead, ensure our representatives are trained and empowered to be the ultimate problem solvers and deliver the fast, friendly and customer-focused experience our customers love.

Careers Packed with Potential. Backed by 45+ years of success, Uline offers opportunities to grow your career with stability you can count on.

Position Responsibilities

Coach and develop 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.

High School diploma or equivalent required. Bachelor’s degree preferred.

3+ years of customer service experience.

2+ years of experience in a leadership / supervisory role preferred.

Complete health insurance coverage and 401(k) with 6% employer match that starts day one!

Paid holidays and generous paid time off.

Tuition Assistance Program that covers professional continuing education.

Café featuring affordable daily meal options from local restaurants.

On-site fitness center and beautifully maintained walking paths.

Best-in-class, clean, modern facilities.

About Uline

Uline, a family-owned company, is North America’s leading distributor of shipping, industrial, and packaging materials with over 9,800 employees across 14 locations.

Uline is adrug-free workplace. All new hires must complete a pre-employment hair follicle drug screening. All positions are on-site.

EEO/AA Employer/Vet/Disabled

Our employees make the difference and we are committed to offering exceptional benefits and perks! Explore Uline.jobs to learn more!

Uline

Join Today, Grow Tomorrow, Lead the Future

Uline is North America's premier distributor of shipping, packaging, and industrial supplies, offering high-quality products and exceptional customer service with fast, reliable delivery.