Customer Service Team Lead - Coaching & Ops

Bunzl Distribution NA; Winston-Salem (NC); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Access to earned wages before payday

Pay card option

Flexible pay access

Job summary

Bunzl Distribution NA is seeking a Customer Service Lead to guide a team of Customer Service Representatives and assist the Customer Care Manager with staffing, training and performance initiatives. You will drive daily operations, coaching, and process improvements to enhance service for internal and external customers.

Ideal candidates bring 3+ years in a CS/Call Center role, proven leadership, and strong communication skills.

Qualifications

• High School diploma; Bachelor's degree preferred.
• 3+ years of experience within a Customer Service/Call Center environment.
• Prior experience leading a team, ability to lead people and get results.
• Passionate, high energy, hands-on leader who has the skills to lead in a high growth environment with rapid change.
• Build relationships, trust and credibility.
• Communicate effectively, both verbally and in writing.
• Effectively work in a Windows environment with experience in Outlook, Word and Excel.
• Excellent verbal and written communication skills.
• Problem solver with the ability to multi-task using judgment and decision-making skills.
• Excellent detail-oriented customer service skills.

Responsibilities

• Provide daily direction and communication to employees so that customer service calls are answered in time, efficient and knowledgeable manner. Provide continual evaluation of processes and procedures. Suggest methods to improve area operations, efficiency and service to both internal and external customers.
• Provide statistical and performance feedback and coaching on a regular basis to each team member.
• Be available for employees that experience work problems proving appropriate coaching, counseling, direction and resolution
• Ensure that employees have the appropriate training and resources to perform their jobs. Respond to and resolve employee relations issues escalating to the Customer Care Manager and Human Resource Department as required.
• Create and maintain a high quality work environment so team members are motivated to perform at their highest level
• Address disciplinary and/or performance problems according to company policy.
• Assist Customer Care Manager with daily operation of call center to include the development, analyses and implementation of staffing, training, scheduling and recognition programs. Lead special projects as needed.
• Establish work procedures and processes that support DDS and departmental standards, procedures and strategic directives
• Use appropriate judgment in upward communication regarding department or employee concerns.
• Supports and drives ongoing change within the organization.
• Ensures compliance with company policies and procedures.

Skills

CS/Call Center experience

Leadership

Relationship building

Communication

Problem solving

Multi-tasking

Attention to detail

Team leadership

Education

High School diploma

Bachelor's degree preferred

Tools

Outlook

Word

Excel

Job description

Bunzl Distribution NA is seeking a Customer Service Lead to guide a team of Customer Service Representatives and assist the Customer Care Manager with staffing, training and performance initiatives. You will drive daily operations, coaching, and process improvements to enhance service for internal and external customers.

Ideal candidates bring 3+ years in a CS/Call Center role, proven leadership, and strong communication skills.