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) with match

Bonus programs

Paid time off

Tuition assistance

On-site gym

Job summary

Uline is seeking a Customer Service Team Lead at our Kenosha, WI location. You will coach and develop Customer Service Representatives, ensuring product knowledge, policy adherence, and performance metrics are met to deliver fast, friendly service.

You will review interactions, provide coaching and conduct performance reviews, while offering feedback to improve processes and customer satisfaction. This role emphasizes leadership and a hands-on, customer-first approach.

Qualifications

• 3+ years of customer service experience.
• 2+ years of leadership/supervisory experience preferred.
• High School diploma or equivalent required.

Responsibilities

• Coach and develop Customer Service Representatives in product knowledge, policies and procedures, and performance metrics.
• Review phone, email and other interactions to evaluate quality and provide coaching.
• Provide feedback to management on processes to increase 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

Customer service

Leadership / supervision

Effective communication

Education

High School diploma

Bachelor's degree preferred

Job description

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

Kenosha Branch

12355 Uline Way, Kenosha, WI 53144

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.

Minimum Requirements

• 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.
• Effective communication skills.

Benefits

• Complete health insurance coverage and 401(k) with 6% employer match that starts day one!
• Multiple bonus programs.
• Paid holidays and generous paid time off.
• Tuition Assistance Program that covers professional continuing education.

Employee Perks

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

EEO/AA Employer/Vet/Disabled

(#IN-KNMANC)

#ZR-ILCS

Our employees make the difference and we are committed to offering exceptional benefits and perks! Explore https://www.uline.jobs/#working-here_blankUline.jobs to learn more!