Job Overview
Employment Type
Full-time
Work Schedule
Standard Hours
Benefits
Health Insurance
401(k)
Bonus programs
Paid holidays
Paid Time Off
Tuition Assistance
Fitness Center
Job Description
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. Established with a strong commitment to quality and customer satisfaction, Uline has built a legacy of excellence over 45 years, serving a vast array of industries with reliable solutions and unmatched service. Headquartered with a significant operational presence in Irving, Texas, the company prides itself on its fast, friendly, and customer-focused approach which sets it apart in the distribution sector. Uline's culture emphasizes growth, teamwork, and innovation, providing employees with a stable yet dynamic work environment that fosters long-term career development and personal achievement.
The Senior Customer Service Manager role at Uline's Texas Branch in Irving, TX, is a pivotal position designed for a leader dedicated to continuing the company's legendary customer service. This role requires managing the day-to-day operations of a contact center with over 100 employees, ensuring smooth front-line production and back-office processes. The Senior Customer Service Manager is responsible for guiding and developing a team of managers, team leads, and customer service representatives, encouraging a culture of excellence and high performance. This position demands strong leadership to recruit, retain, and motivate staff, ensuring exceptional service delivery at every customer touchpoint.
Critical to this role is the ability to analyze daily and weekly performance reports, monitor key metrics, and implement improvements that enhance overall customer satisfaction. The Senior Customer Service Manager must be effective in personnel management, including performing performance reviews and providing coaching to foster continuous growth and engagement among the team. This role is an excellent opportunity for experienced professionals seeking a career path that combines leadership challenges with the rewarding experience of enhancing customer interactions in a fast-paced, evolving industry.
Uline offers a comprehensive benefits package, including complete health insurance coverage, 401(k) with a 6 percent employer match starting from day one, multiple bonus programs, generous paid holidays, paid time off, and a Tuition Assistance Program to support ongoing professional education. Employees also enjoy best-in-class, modern facilities with amenities like a first-class fitness center and well-maintained walking paths, promoting a balanced and healthy work environment.
This position is on-site, and Uline maintains a drug-free workplace, requiring all new hires to complete a pre-employment hair follicle drug screening. The company is proud to be an Equal Employment Opportunity/Affirmative Action employer that values veterans and individuals with disabilities. The Senior Customer Service Manager role represents an exciting career opportunity for leaders in customer service operations who are motivated by success, team building, and delivering exceptional customer experiences consistently.
The Senior Customer Service Manager role at Uline's Texas Branch in Irving, TX, is a pivotal position designed for a leader dedicated to continuing the company's legendary customer service. This role requires managing the day-to-day operations of a contact center with over 100 employees, ensuring smooth front-line production and back-office processes. The Senior Customer Service Manager is responsible for guiding and developing a team of managers, team leads, and customer service representatives, encouraging a culture of excellence and high performance. This position demands strong leadership to recruit, retain, and motivate staff, ensuring exceptional service delivery at every customer touchpoint.
Critical to this role is the ability to analyze daily and weekly performance reports, monitor key metrics, and implement improvements that enhance overall customer satisfaction. The Senior Customer Service Manager must be effective in personnel management, including performing performance reviews and providing coaching to foster continuous growth and engagement among the team. This role is an excellent opportunity for experienced professionals seeking a career path that combines leadership challenges with the rewarding experience of enhancing customer interactions in a fast-paced, evolving industry.
Uline offers a comprehensive benefits package, including complete health insurance coverage, 401(k) with a 6 percent employer match starting from day one, multiple bonus programs, generous paid holidays, paid time off, and a Tuition Assistance Program to support ongoing professional education. Employees also enjoy best-in-class, modern facilities with amenities like a first-class fitness center and well-maintained walking paths, promoting a balanced and healthy work environment.
This position is on-site, and Uline maintains a drug-free workplace, requiring all new hires to complete a pre-employment hair follicle drug screening. The company is proud to be an Equal Employment Opportunity/Affirmative Action employer that values veterans and individuals with disabilities. The Senior Customer Service Manager role represents an exciting career opportunity for leaders in customer service operations who are motivated by success, team building, and delivering exceptional customer experiences consistently.
Job Requirements
- Bachelor’s degree
- 5 plus years of experience in customer service operations and or management
- Demonstrated leadership skills to effectively coach develop and motivate a high-performing team
- Effectively communicate with your team colleagues management and across other departments
Job Qualifications
- Bachelor’s degree
- 5 plus years of experience in customer service operations and or management
- Demonstrated leadership skills to effectively coach develop and motivate a high-performing team
- Effective communication skills with team colleagues management and other departments
Job Duties
- Manage day-to-day operations of 100 plus person contact center including front-line production and back-office operations
- Guide and develop managers team leads and representatives to deliver unparalleled customer service and foster company culture
- Review daily and weekly reports to monitor performance metrics and make improvement recommendations
- Recruit retain and motivate staff to ensure the highest levels of customer service
- Manage personnel matters including delivering performance reviews and coaching
Job Criteria
Experience
Expert Level (7+ years)
Job Location
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