Customer Service Specialist

National Business Furniture; Milwaukee (WI); On-site; USD 50,000 - 70,000; Full time

Job summary

National Business Furniture in Milwaukee is seeking a Customer Service Team Lead to drive team success and partner with management on daily operations and departmental projects. You will coach and train teammates, handle escalations, and ensure outstanding service.

The role offers growth opportunities and a collaborative environment that values initiative and results. Candidates should have 3–5 years in customer service, strong Microsoft Office 365 skills, and experience with order management

Qualifications

• 3–5 years of experience in a customer service role.
• Proven experience using Microsoft Office 365 in a professional setting.
• Experience managing multiple projects and escalating issues effectively.
• Knowledge of OMS and customer de-escalation techniques.
• Strong problem-solving skills and a process-driven approach.

Responsibilities

• Day-to-day customer service tasks including calls and emails.
• Oversee coverage throughout the day and adjust staffing as needed.
• Serve as the first point of contact for escalations.
• Assist in new hire training by delivering modules.
• Maintain front-line chat and coach opportunities.
• Collaborate with internal teams and build strong relationships.
• Provide constructive feedback to team members.

Skills

Customer service excellence

Team leadership

Conflict resolution

Tools

Microsoft Office 365

Salesforce

Order Management System (OMS)

Job description

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

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
• Experience managing multiple projects
• Order Management System (OMS) Management
• Experience with customer de-escalations
• Clear understanding of Customer Service processes
• Results Driven
• 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].