Customer Service Team Lead — Lead & Coach CX (On-Site)

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

Benefits offered by this job

Health insurance

401(k) with match

Bonus programs

Paid time off

Tuition assistance

On-site gym

Walking paths

Modern facilities

Job summary

Uline is seeking a Customer Service Team Lead to coach and develop our representatives, ensuring fast, friendly and customer-focused service. This on-site role in Kenosha, WI offers hourly pay and opportunities for growth within a 45+-year-old, family-owned company.

You will review interactions, provide coaching, lead meetings, and handle escalations to improve efficiency and customer satisfaction while supporting training initiatives and policy updates.

Qualifications

• 3+ years of customer service experience.
• 2+ years of leadership / supervisory experience preferred.
• Effective communication skills.

Responsibilities

• Coach and develop Customer Service Representatives in areas including 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 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

Coaching & development

Quality review

Communication skills

Customer service experience

Education

High School diploma or GED

Bachelor’s degree preferred

Job description

Uline is seeking a Customer Service Team Lead to coach and develop our representatives, ensuring fast, friendly and customer-focused service. This on-site role in Kenosha, WI offers hourly pay and opportunities for growth within a 45+-year-old, family-owned company.

You will review interactions, provide coaching, lead meetings, and handle escalations to improve efficiency and customer satisfaction while supporting training initiatives and policy updates.