Retail CS Team Lead — Coaching & Process Improvement

Bunzl Distribution NA; Collierville (TN); On-site; USD 52,000 - 72,000; Full time

Benefits offered by this job

Medical, Dental & Vision benefits

Paid time off

401K with company match

Job summary

MCR Safety, a Bunzl company, is seeking a Customer Service Lead to be based at our Collierville, TN headquarters. The role provides quality and efficient customer service through daily oversight and direction of the customer service team, and supports coaching, training, and development for team members.

The position focuses on the Retail channel but may extend to other channels as business needs evolve, collaborating with the Customer Service Manager to improve performance and data-driven

Qualifications

• Requires high school diploma; bachelor’s preferred.
• +5 years of related customer service lead experience.
• Advanced Excel and MS Office proficiency.
• Experience with SAP is a plus.
• Ability to work with cross-functional teams and deliver results.

Responsibilities

• Define and measure key service level metrics with Retail sales.
• Create SOPs for each retail customer including order flow and reporting.
• Own continuous improvement for order flow, returns, back orders, and fill rates.
• Prepare and distribute service reports for tracking goals and trends.
• Support cross-channel projects and align with business objectives.
• Escalate issues and ensure data accuracy for reporting.
• Collaborate with Customer Care and Retail Sales on project execution.

Skills

Team leadership

Customer service

Communication

Data analysis

Process improvement

Cross-functional collaboration

Education

High School Diploma

Bachelor’s degree

Tools

Excel

MS Office

SAP

Job description

MCR Safety, a Bunzl company, is seeking a Customer Service Lead to be based at our Collierville, TN headquarters. The role provides quality and efficient customer service through daily oversight and direction of the customer service team, and supports coaching, training, and development for team members.

The position focuses on the Retail channel but may extend to other channels as business needs evolve, collaborating with the Customer Service Manager to improve performance and data-driven