Customer Service Team Lead - Retail & Data Insights

Bunzl; Collierville (TN); On-site; USD 60,000 - 80,000; Full time

Job summary

MCR Safety, a Bunzl company, is hiring a Customer Service Lead at our Collierville, TN headquarters. The role oversees the customer service team, coaches staff, and ensures high-level service for the Retail channel, with potential cross-channel duties as needs evolve.

You will partner with Retail sales, develop SOPs, and produce service reports for management review. Strong Excel skills and SAP experience are preferred for data-driven decision making.

Qualifications

• High school diploma or equivalent required.
• +5 years of related customer service lead experience.
• Able to work with cross-functional teams and deliver results.
• Advanced experience in Excel; proficient with MS Office.
• SAP experience and retail or supply chain industry experience a plus.
• Excellent problem solving and communication skills.
• Overtime may be available in evenings or weekends.

Responsibilities

• Partner with Retail sales to define and measure service level metrics.
• Create detailed SOPs for each retail customer outlining portal activity and order flow/reporting.
• Own continuous improvement for the retail customer service team (order flow, returns, back orders, fill rates).
• Develop, prepare and distribute service reports for management and trends.
• Support cross-channel projects and other customer service tasks as needed.
• Understand onboarding process and escalate when required.
• Ensure data integrity and maintain data pipelines for reporting needs.
• Collaborate with Director of Customer Care and Retail Sales to deliver data solutions.

Skills

Strong Excel

Cross-functional teamwork

Customer service leadership

Communication skills

Problem solving

Education

High school diploma or equivalent

Tools

SAP

MS Office

Job description

MCR Safety, a Bunzl company, is hiring a Customer Service Lead at our Collierville, TN headquarters. The role oversees the customer service team, coaches staff, and ensures high-level service for the Retail channel, with potential cross-channel duties as needs evolve.

You will partner with Retail sales, develop SOPs, and produce service reports for management review. Strong Excel skills and SAP experience are preferred for data-driven decision making.