Customer Service Team Lead

Uline is a family-owned company that stands as North America's leading distributor of shipping, industrial, and packaging materials. With over 9,800 employees distributed across 14 locations, Uline has built a robust reputation over more than 45 years of operation for delivering exceptional products and legendary customer service. The culture at Uline is deeply rooted in stability, growth, and a commitment to employees, making it a highly sought-after employer in the industrial distribution sector. The company prides itself on a drug-free work environment and maintains a strong EEO/AA stance, fostering an inclusive workplace welcoming to veterans and individuals with disabilities. Located in Kenosha, Wisconsin, the Kenosha Branch at 12355 Uline Way is one of the many strategic locations that support Uline's extensive operations across North America.

The position of Customer Service Team Lead at Uline offers an exciting opportunity for a motivated individual to join a dynamic team focused on delivering outstanding customer experiences. This role is hourly paid, ranging from $33 to $38 per hour, with substantial growth and earning potential. As a pivotal team member, the Customer Service Team Lead is responsible for guiding and developing Customer Service Representatives to become effective problem solvers who can provide speedy, friendly, and customer-focused service. This role demands a leader who can coach and mentor team members, ensuring adherence to company policies and a thorough understanding of product knowledge. The Team Lead will also play a crucial role in evaluating customer interactions across multiple channels—including phone and email—to measure quality and provide meaningful feedback for continuous improvement.

In addition to team development, the Team Lead will be expected to facilitate regular communication through team meetings and one-on-one coaching sessions, keeping the team informed of policy changes, company updates, and relevant training. Handling escalated customer issues swiftly and effectively is also a key part of the role, providing additional support to the team and maintaining high customer satisfaction levels. Moreover, the position offers a unique chance to contribute ideas to improve processes that drive greater efficiency and better customer outcomes. Uline supports its employees not only with a competitive pay structure but also through comprehensive benefits like health insurance, a 401(k) plan with employer matching, multiple bonus programs, and generous paid time off. The Kenosha branch itself features exceptional employee amenities, including a café with affordable meal options from local restaurants, an on-site fitness center, and scenic walking paths within a modern, clean facility environment.

This role is strictly on-site, reflecting Uline's commitment to fostering strong team collaboration and maintaining a productive work environment. The company requires all new hires to undergo a pre-employment hair follicle drug screening, underscoring its dedication to safety and compliance. Bringing leadership experience, excellent communication skills, and a passion for customer service will allow the Customer Service Team Lead to thrive and help solidify Uline's reputation as a premier customer service leader in the industrial supply distribution field. For individuals looking to build a stable yet rewarding career path with room for professional growth, this position offers an ideal opportunity.