Customer Service Team Lead - Bilingual

Uline, Inc.; Illinois; On-site; USD 45,000 - 52,000; Full time

Benefits offered by this job

Complete health insurance coverage and

401(k) with 6% employer match that

Multiple bonus programs.

Paid holidays and generous paid time –

Tuition Assistance Program

Employee Perks Café

On-site fitness center

Best-in-class, clean, modernFacilities

Job summary

Uline, a family-owned company and North America's leading distributor of shipping, industrial, and packaging materials, seeks a Bilingual Customer Service Team Lead to coach and empower representatives to deliver fast, friendly and customer-focused service our customers love.

This on-site role in Kenosha, Wisconsin, will monitor calls and emails, provide coaching and performance reviews, guide policy updates, and support the team with escalated issues to drive efficiency and satisfaction.

Qualifications

• 3+ years of customer service experience.
• 2+ years of leadership / supervisory experience preferred.
• Fluent in English and Spanish (verbal and written).

Responsibilities

• Coach and develop Bilingual Customer Service Representatives in product knowledge, policies, procedures and performance metrics.
• Review phone, email and other customer interactions to evaluate quality and provide coaching and performance reviews.
• 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 and provide training.
• Handle escalated customer issues and provide weekly support for customer interactions.

Skills

Leadership

Coaching

Customer service

Communication

Bilingual English/Spanish

Education

High School diploma or equivalent

Bachelor's degree preferred

Job description

Customer Service Team Lead - Bilingual

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 a Bilingual 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 Bilingual 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.
• Bilingual (English / Spanish) - Fluent in both verbal and written forms.

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 10,000 employees across 15 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 #LI-AP3 #LI-IL001 (#IN-KNMANC1) #ZR-ILCS

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

Uline's dedicated team of employees make this possible, working together to ensure fast, reliable delivery and legendary customer service.

Each resume submitted gets individually reviewed by our team and retained for 24 months in case a great opportunity opens for you to join our Uline family.

EEO/AA Employer/Vet/Disabled Drug-Free Workplace