Customer Service Team Lead

National Business Furniture, LLC; Milwaukee (WI); On-site; USD 60,000 - 76,000; Full time

Job summary

National Business Furniture, LLC is seeking a Customer Service Team Lead in Milwaukee, WI. This full-time role partners with management to support daily operations and coach the Customer Service Specialists Team toward a high-performance culture.

You will oversee coverage, handle escalations, and contribute to training and development through coaching and feedback, while building strong internal and external relationships.

Qualifications

• 3-5 years of customer service experience required.
• Experience with CRM and order management processes preferred.
• Strong problem solving and ability to exceed customer expectations.

Responsibilities

• Day-to-day customer service tasks including answering calls and emails; follow-ups.
• Oversee coverage and staffing across the day for front-line support.
• Serve as first point of contact for escalations.
• Assist in new-hire training by delivering modules and coaching; provide feedback.
• Maintain help chat with front line group; identify coaching opportunities.
• Build and maintain internal/external relationships; manage workload effectively.

Skills

Customer service

Problem solving

Multitasking

Communication

Escalation handling

Team leadership/ coaching

Self-motivation

Tools

Salesforce

OMS

Microsoft Office 365

Job description

Title: Customer Service Team Lead

Requisition ID: JR100887

Location: Milwaukee, Wisconsin

Position Type: Full time

At National Business Furniture (NBF), we believe in the power that inspiring spaces can have to help people achieve big things. We have worked with hundreds of thousands of businesses across the country – from startups to Fortune 500 companies – to equip their workspaces with beautiful, comfortable, and functional furniture for 50 years.

We're seeking a motivated Customer Service Team Lead to help drive team success. This role will partner closely with management to support departmental projects and daily operations while serving as a trusted resource for team members. The Team Lead will provide ongoing coaching, training, and feedback to help ensure a positive and productive team environment.

What Makes This a Great Opportunity?

This role presents an excellent opportunity for individuals interested in developing their leadership skills. As a Team Lead, you will gain valuable experience, expand your skill set, and play a key role in providing guidance, support, and assistance to the Customer Service Specialists Team.

Here’s a General Overview of What You’ll Be Doing

• Day-to-day customer service tasks such as answering customer calls, emails, and conduct customer follow-ups
• Oversee coverage throughout the day; flexing when short staffed to necessary team – case or phone/webmail coverage as needed
• Act as first point of contact for escalations
• Assist in facilitating of new hire training, through delivering modules and y-connecting;
• Maintain help chat with front line group
• Y-connecting with front line group as needed to identify coaching opportunities
• Build and maintain relationships both internally and externally
• Provide thoughtful feedback to team members
• Proven experience maintaining personal workload

What We’re Looking For:

• 3-5 years of experience in a customer service role
• Proven experience working efficiently in Microsoft Office 365
• Demonstrated problem solving experience in exceeding customer's expectations
• A can-do, optimistic attitude
• Experience managing multiple projects
• Order Management System (OMS) Management
• Experience with customer de-escalations
• Clear understanding of Customer Service processes
• Results Driven
• Proven experience maintaining personal workload
• Someone who is self-motivated and driven

It Would Also be Nice to Have:

• Experience with Salesforce and/or other CRM platforms
• One year of experience in a Customer Service Lead role

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you need assistance seeking a job opportunity at National Business Furniture or if you need reasonable accommodation with the application process, please call [phone] or contact us at [e-mail].

About Us

At National Business Furniture (NBF), we believe in the power of inspiration, and in the power that inspiring spaces can have on people achieving big things. We have worked with hundreds of thousands of businesses across the country – from startups to Fortune 500 companies – to equip their workspaces with beautiful, comfortable, and functional furniture for nearly 50 years.

NBF helps customers in businesses, healthcare, education, government, residential and hospitality environments by providing individual products or total furniture and accessory solutions. However, our customers define achievement, we are driven to help and inspire them.

Equal employment opportunity, including veterans and individuals with disabilities.

PI286129913