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

Tuition Assistance Program

Paid holidays and generous PTO

Job summary

Uline, a leading distributor of shipping, industrial, and packaging materials, is seeking a Bilingual Customer Service Team Lead in Kenosha, WI. You will coach and elevate a bilingual team, ensuring top-notch service, policy adherence, and strong customer satisfaction.

Responsibilities include reviewing interactions for quality, providing coaching, and driving process improvements while leading meetings and supporting escalations.

Qualifications

• Bilingual (English / Spanish) fluent in both verbal and written forms.
• 3+ years of customer service experience.
• 2+ years in a leadership/supervisory role preferred.
• Effective communication skills.

Responsibilities

• Coach and develop Bilingual Customer Service Representatives in product knowledge, policies, procedures and performance metrics.
• Review phone, email and other interactions to evaluate quality, track results and provide coaching and 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

Customer service experience

Leadership/ supervision

Effective communication

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.

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

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!