Customer Service Team Lead - Bilingual

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

Benefits offered by this job

Complete health insurance coverage

401(k) with 6% employer match starts 1

Tuition assistance program

Paid holidays and generous PTO

Job summary

Uline is seeking a Bilingual Customer Service Team Lead to coach and empower representatives for fast, friendly, customer-focused service at our Kenosha, WI location. This on-site role requires bilingual fluency and strong coaching abilities to elevate performance and satisfaction.

You will review interactions, provide coaching, and lead trainings while working to continuously improve efficiency and policy adherence. This leadership position offers growth potential and comprehensive benefits.

Qualifications

• High School diploma or equivalent required or better.
• 3+ years of customer service experience.
• 2+ years of leadership/supervisory experience preferred.
• Effective communication skills.
• Bilingual English/Spanish required, both written and verbal.

Responsibilities

• Coach and develop Bilingual Customer Service Representatives in 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.
• Provide feedback to management on processes to improve 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

Bilingual (English/Spanish)

Leadership

Customer service

Education

High School diploma or equivalent

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 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.

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

(#IN-KNMANC1)

(#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!