Customer Service Team Lead - Lead, Coach & Elevate CX

Uline Inc.; Kenosha (WI); On-site; USD 69,000 - 79,000; Full time

Benefits offered by this job

Health insurance with 401(k) match

Tuition assistance

Paid holidays and generous PTO

On-site fitness center

Job summary

Kenosha Branch at Uline is seeking a Customer Service Team Lead to coach and empower a team of representatives in delivering fast, friendly and customer-focused service. The role emphasizes training, policy updates, and ongoing coaching to improve interactions across phone, email, and other channels.

The position requires strong leadership, excellent communication, and a commitment to customer satisfaction, with on-site work at the Kenosha, WI location and competitive hourly pay with growth

Qualifications

• 3+ years of customer service experience.
• 2+ years in a leadership/supervisory role preferred.
• High School diploma or equivalent; Bachelor’s degree preferred.
• Effective communication skills.

Responsibilities

• Coach and develop 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 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.

Skills

Customer service

Leadership

Communication

Education

High School diploma or equivalent

Bachelor’s degree preferred

Job description

Kenosha Branch at Uline is seeking a Customer Service Team Lead to coach and empower a team of representatives in delivering fast, friendly and customer-focused service. The role emphasizes training, policy updates, and ongoing coaching to improve interactions across phone, email, and other channels.

The position requires strong leadership, excellent communication, and a commitment to customer satisfaction, with on-site work at the Kenosha, WI location and competitive hourly pay with growth