On-Site Customer Service Team Lead - Data-Driven Coach

Bunzlcareers; Collierville (TN); Hybrid; USD 52,000 - 78,000; Full time

Benefits offered by this job

Medical, Dental & Vision

PTO

401K match

Benefits details on careers page

Job summary

MCR Safety, a Bunzl company, seeks a Customer Service Lead at its Collierville, TN headquarters. The role oversees the customer service team, coaches staff, and aligns with Retail channel goals to ensure satisfaction and efficiency.

Responsibilities include defining service levels, creating SOPs, improving order flow, and delivering actionable reports while collaborating with sales and management across channels.

Qualifications

• Strong interpersonal and communication skills and the ability to work effectively within teams.
• Advanced proficiency in Excel and MS Office applications.
• Experience with SAP and knowledge of retail or supply chain environments a plus.
• Ability to handle stressful situations tactfully and deliver results.

Responsibilities

• Partner with Retail sales to define and measure service level metrics.
• Create SOPs for each retail customer, detailing portal activity and order flow.
• Own continuous improvement for order flow, returns, back orders, and fill rates.
• Develop and distribute service reports for progress tracking and trends.
• Support cross-channel projects and provide timely data solutions.
• Execute onboarding tasks for new retail customers and escalate when needed.
• Ensure data integrity and maintain pipelines for reporting needs.
• Collaborate with Customer Care and Retail Sales to drive project execution.

Skills

Excel

MS Office

Teamwork

Communication

Problem solving

Cross-functional

Education

High school diploma or equivalent

Tools

SAP system

Job description

MCR Safety, a Bunzl company, seeks a Customer Service Lead at its Collierville, TN headquarters. The role oversees the customer service team, coaches staff, and aligns with Retail channel goals to ensure satisfaction and efficiency.

Responsibilities include defining service levels, creating SOPs, improving order flow, and delivering actionable reports while collaborating with sales and management across channels.