Customer Service Team Lead: Growth, Coaching & On-Site

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

Benefits offered by this job

Health insurance

401(k) with employer match

Paid holidays & PTO

Tuition assistance

On-site gym

Job summary

Uline is seeking a Customer Service Team Lead in Kenosha to guide a frontline team in delivering fast, friendly, and customer-focused support. You will coach representatives on product knowledge, policies, and performance metrics while reviewing interactions to drive quality and results.

The role emphasizes training, feedback to management on process improvements, and regular team meetings to ensure policy updates are understood and implemented.

Qualifications

• High School diploma or equivalent required.
• Bachelor’s degree preferred.
• 3+ years of customer service experience.
• 2+ years of leadership experience preferred.
• Effective communication skills.

Responsibilities

• Coach and develop Customer Service Representatives in product knowledge, policies, procedures and 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 improvements that increase 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

Customer service

Leadership

Coaching

Communication

Education

High School Diploma

Bachelor’s degree preferred

Job description

Uline is seeking a Customer Service Team Lead in Kenosha to guide a frontline team in delivering fast, friendly, and customer-focused support. You will coach representatives on product knowledge, policies, and performance metrics while reviewing interactions to drive quality and results.

The role emphasizes training, feedback to management on process improvements, and regular team meetings to ensure policy updates are understood and implemented.