Senior Customer Service Manager

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 established itself as a stable and successful organization with more than 45 years of industry experience. The company is well-known for its fast, friendly, and customer-focused service, which has created a legendary reputation in the customer service domain. Uline operates a drug-free workplace, requiring all new hires to complete a pre-employment hair follicle drug screening, and all positions are on-site ensuring optimal teamwork and operational efficiency. The Georgia branch is located at 705 Braselton Industrial Blvd, Braselton, GA 30517, and is part of Uline’s nationwide network of branches dedicated to delivering unparalleled service to customers. Employees at Uline benefit from various wellness facilities including first-class fitness centers and beautifully maintained walking trails to promote a healthy work-life balance.

The Senior Customer Service Manager role at Uline’s Georgia branch is a pivotal position responsible for managing the day-to-day operations of a sizable contact center with over 90 employees. This leadership role involves overseeing front-line production and back-office operations, ensuring the delivery of exceptional customer service that aligns with Uline’s longstanding reputation. The Senior Customer Service Manager leads and develops a diverse team of managers, team leads, and customer service representatives, fostering a positive company culture and driving continuous improvements in service quality. The role requires reviewing and analyzing daily and weekly performance reports to monitor key metrics and recommend actionable improvements. Recruiting, retaining, and motivating staff are key elements of this job, emphasizing the importance of leadership and team management skills.

In addition to operational oversight, the manager is tasked with handling various personnel matters including conducting performance reviews and providing coaching to enhance individual and team performance. This role represents a unique opportunity for experienced customer service professionals wishing to advance their careers in a stable and growth-oriented environment. Uline offers competitive benefits including complete health insurance coverage, a 401(k) plan with a 6% employer match that begins on day one of employment, multiple bonus programs, generous paid holidays, and a tuition assistance program that supports professional continuing education.

Relocation assistance is available for qualified candidates, reflecting Uline’s commitment to attracting top talent and investing in their professional growth. Working as a Senior Customer Service Manager at Uline means contributing to a culture where employees are valued and the customer experience is paramount. This role offers a chance to lead a large team in a fast-paced environment that champions operational excellence and continuous development. The company’s dedication to a drug-free workplace and equal employment opportunities underscores its commitment to creating a safe and inclusive work environment. With modern facilities and an emphasis on employee well-being, Uline stands out as a premier employer in the shipping and packaging industry, making this position an excellent opportunity for driven leaders seeking to make a measurable impact.