Service Team Leader

Colgate; Overland Park (KS); Hybrid; USD 62,000 - 75,000; Full time

Job summary

Colgate is looking for a Service Team Leader to join Hill's Customer Experience Engagement Center in Overland Park, Kansas. In this hybrid position, you will lead a team to enhance customer service quality while driving performance and development. With an emphasis on inclusion and growth, this role offers the opportunity to manage efficient operations and maintain a high standard of service for pet nutrition products.

Benefits

Comprehensive benefits package

401(k) retirement plan with company matching

Paid parental leave

Minimum of 15 vacation days

Paid sick leave

Discretionary bonuses

Qualifications

• At least 1 year of supervisor experience required.
• 5+ years of customer service experience including lead role.
• Proficient with SAP and Microsoft Office.

Responsibilities

• Manage day-to-day operations and provide optimal customer experience.
• Lead team activities and resolve customer issues.
• Develop teams through continuous improvement initiatives.

Skills

Customer service techniques

Contact center coaching principles

Interpersonal skills

Education

Bachelor’s Degree in business or related fields

High School Diploma or Associates degree

Tools

SAP Service Cloud

Nice in Contact

Google Suite

Microsoft Office tools

Job description

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A part of Colgate-Palmolive since 1976, Hill's Pet Nutrition offers the highest-quality pet nutrition available through product lines Prescription Diet and Science Diet. Veterinarians worldwide recommend and feed their own pets Hill's products more than any other brand of pet food.

Available in approximately 80 countries around the world, our extensive line of products includes more than 60 Prescription Diet brand pet foods and more than 50 Science Diet brand pet foods.

We believe all animals should be loved and cared for during their lifetimes. That is why we are proud our pet foods can make a difference in your pet's life.

A career at Hill’s Pet Nutrition or Colgate-Palmolive is an excellent opportunity if you seek a global experience, constant challenge, and development opportunities in an environment that respects work/life effectiveness.

Job Title: Service Team Leader

Travel Required?: Travel - up to 10% of time

Hybrid

No Relocation Assistance Offered
Job Number#167359 - Overland Park, Kansas, United States

Who We Are

Colgate-Palmolive Company is a global consumer products company operating in over 200 countries specializing in Oral Care, Personal Care, Home Care, Skin Care, and Pet Nutrition. Our products are trusted in more households than any other brand in the world, making us a household name!

Join Colgate-Palmolive, a caring, innovative growth company reimagining a healthier future for people, their pets, and our planet. Guided by our core values—Caring, Inclusive, and Courageous—we foster a culture that inspires our people to achieve common goals. Together, let's build a brighter, healthier future for all.

Do you want to make a difference in the lives of people and their pets? What about having the opportunity to connect with others across the world, full of stimulating discussions, and making impactful contributions?

If this is how you see your career, Hill’s Customer Experience Engagement Center is the place to be!

Hill’s Pet Nutrition is a multi-billion dollar, global division of Colgate-Palmolive Company and the maker of Prescription Diet and Science Diet brand pet food. Our mission is to help enrich and lengthen the special relationships between people and their pets by providing the best leading-edge pet nutrition technology, products, and expertise to pet owners, veterinary professionals and other key pet professionals worldwide. Our company is a globally recognized Best Place to Work.

A Team Leader is responsible for delivering an exceptional customer experience through a team of agents. In this role you will provide leadership, coaching and support to a team, and develop plans to achieve CXEC KPI targets. This includes improving contact center processes, metrics, and activities. The role also includes addressing any escalations, issues/ disputes from customers and/ or consumers.

This is a hybrid position Monday - Friday supporting 2 shifts of agents between the hours of 8:00am - 5:00pm. Based on the area you are assigned, you can be assigned in-office days on Monday/Tuesday or Wednesday/Thursday. The current office location is in Overland Park, KS.

What you will do:

A Team Leader role will be responsible for tasks, including the following:

Responsible for managing and leading the day-to-day operations of a team of agents and senior agents to provide an optimal customer experience and one-call resolution

Provide leadership and assist with daily activity to include working with other departments to resolve customer issues

Manage performance check-ins, champion agent development and coaching, and support activities that focuses on caring, being inclusive and acting courageous

Recruit and retain key agent talent

Establish procedures and monitor assignments &/or projects, to include leading teams through continuous improvement and change management

Evaluate and analyze KPI’s and data insights to drive continuous improvement

Participate in cross-functional project teams, being a key stakeholder for CXEC and sharing perspectives to ensure a positive customer experience

Perform other duties as assigned

Below provides a brief overview of the specific teams within the Customer Experience Service Center.

Successfully manages consumer product questions and addresses both praise and complaints regarding product(s) and services. Agents protect the company when handling high risk complaints (pet ill, foreign material etc.). This team gains a deep understanding of our products and supports consumers in their Hill’s feeding experience.

Platform Team

Successfully manages interactions with Consumers and Veterinary Clinics by providing assistance on consumer facing platforms by addressing inquiries and complaints regarding Hill’s platform program(s) and product(s).

Service Team

Successfully manages interactions with Veterinary Clinics and Neighborhood Pet Store by providing support to Hill’s online business facing platforms addressing inquiries and complaints, as well as providing assistance in order management and maintaining account information.

Basic Qualifications:

• Bachelor’s Degree in business or related fields with at least 1 year of supervisor experience

High School Diploma or an Associates degree with 5+ years of customer service experiences including at least 1 year in a lead /supervisory role that includes coaching employees and being a Subject Matter Expert in a contact center

Proficient with customer service technology tools such as SAP Service Cloud, Nice in Contact, SAP master data, data analytic platforms and Google Suite or Microsoft Office tools and email

Preferred Qualifications:

1+ years in a customer facing role

Expected Area of Skills:

Professional knowledge of customer service techniques and contact center coaching principles

Understand our customer service customers (internal and external) and consumers

Ability to understand and address escalated issues efficiently and appropriately

Strong interpersonal skills and ability to work well with a wide range of people, including the ability to flex communication style in individual and group settings

Provide clear written and verbal communications

Demonstrates excellent coaching abilities

Recruit qualified agents and develop agent to be a talent pipeline for the organization

Be proficient in customer service technology; a Subject Matter Expert in designated platforms

Be proficient in Google/Microsoft Suite (i.e, Sheets, Slides, Docs)

Ability to analyze and make data driven decisions to identify strengths and process improvements for the department

Support company values of caring, being inclusive and courageous

Influence and negotiate with business partners to achieve a win/win solution

Maintain a high level of integrity regarding strategic and confidential information

Leadership Competencies (Should match the Colgate Global Competencies

Analysis/Decision Making

Developing and Coaching People

Working Relationships (Key partnerships and reporting relationships):

Does this position supervise: Yes

Direct reports

Operations and Success Ops teams

Cross-functional teams including Legal / Regulatory / Marketing / CDO / CS&L

Travel Requirements:

Expected percentage of travel: Up to 10%

Compensation and Benefits
Salary Range $62,000.00 - $75,000.00 USD

Pay is determined based on experience, qualifications, and location. Salaried employees may also be eligible for discretionary bonuses, profit-sharing, and long-term incentives for Executive-level roles.

Benefits: Salaried employees enjoy a comprehensive benefits package, including medical, dental, vision, basic life insurance, paid parental leave, disability coverage, and participation in the 401(k) retirement plan with company matching contributions subject to eligibility requirements. Additional benefits include a minimum of 15 vacation/PTO days (hourly employees receive a minimum of 120 hours) and 13 paid holidays (vacation days are prorated based on the employee's hire date within the calendar year). Paid sick leave is adjusted based on role and location in accordance with local laws. Detailed information regarding paid sick leave entitlements will be provided to employees upon hiring and may be subject to adjustments based on changes in legislation or company policies.

Our Commitment to Inclusion
Our journey begins with our people—developing strong talent with diverse backgrounds and perspectives to best serve our consumers around the world and fostering an inclusive environment where everyone feels a true sense of belonging. We are dedicated to ensuring that each individual can be their authentic self, is treated with respect, and is empowered by leadership to contribute meaningfully to our business.

Equal Opportunity Employer
Colgate is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status (United States positions), or any other characteristic protected by law.

Reasonable accommodation during the application process is available for persons with disabilities. Please complete this request form should you require accommodation.

For additional Colgate terms and conditions, please click here .

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