Customer Service Team Lead

Uline is a family-owned company and North America's leading distributor of shipping, industrial, and packaging materials. With over 9,800 employees across 14 locations, Uline has built a reputation for outstanding customer service and operational excellence since its inception over 45 years ago. The company stands out in the distribution industry by prioritizing employee development and maintaining a stimulating work environment that supports both career growth and personal well-being. Its Kenosha branch, located at 12355 Uline Way, WI 53144, is a hub of activity where dedicated professionals strive to uphold Uline's commitment to legendary customer service.

The Customer Service Team Lead role at Uline is a pivotal position focused on fostering a high-performing customer service team. This leadership role demands an individual who will coach and empower Customer Service Representatives to become expert problem solvers who consistently deliver fast, friendly, and attentive service that satisfies customer needs. The Team Lead will act as a mentor, ensuring that representatives have deep product knowledge, understand company policies and procedures, and meet or exceed performance metrics.

Beyond team coaching, the Team Lead will oversee quality control by reviewing phone, email, and other interactions, giving targeted feedback and conducting performance reviews to drive continuous improvement. They will also facilitate team meetings and one-on-one sessions to communicate policy updates and training and will serve as the escalation point for complex customer issues. This position requires collaboration with management to suggest and implement improvements in processes that enhance efficiency and customer satisfaction.

The role offers a competitive pay range from $33 to $38 per hour and presents significant growth and earning potential for the right candidate. It is an on-site position requiring a committed individual to contribute to a collaborative and dynamic environment with access to best-in-class facilities including an on-site fitness center, a cafe with affordable local meal options, and beautifully maintained walking paths.

Uline values its employees and provides exceptional benefits including comprehensive health insurance coverage, a 401(k) plan with a 6% employer match starting from day one, multiple bonus programs, paid holidays, generous paid time off, and a Tuition Assistance Program that supports ongoing professional education. Uline is also a drug-free workplace and requires a pre-employment hair follicle drug screening for all new hires.

This position is ideal for a motivated leader with at least three years of customer service experience and a passion for developing others. Uline encourages candidates with supervisory or leadership experience to apply and seeks strong communicators who thrive in a fast-paced, customer-centric environment. This is an opportunity to join a respected company known for stability, employee growth, and a deeply ingrained culture of excellence in customer service.