Senior Customer Service Manager

Uline is a family-owned company and North America's leading distributor of shipping, industrial, and packaging materials, boasting over 9,000 employees across 14 locations. Known for its strong commitment to quality, customer satisfaction, and employee wellbeing, Uline has built a solid reputation over 45 plus years of successful operations. The Georgia branch, located at 705 Braselton Industrial Blvd, Braselton, GA 30517, is part of this extensive network dedicated to providing fast, friendly, and customer-focused service. This branch reflects Uline's core corporate values by maintaining a best-in-class working environment with modern facilities, a first-class fitness center, and beautifully maintained walking trails, all designed to ensure employee comfort and wellness.

The role of the Senior Customer Service Manager at Uline's Georgia branch is vital to continuing the company’s legacy of exceptional customer service. This position oversees the operation of a large contact center with over 90 team members, including front-line production and back-office operations. The Senior Customer Service Manager is responsible for leading, guiding, and developing multiple managers, team leads, and representatives to surpass customer expectations consistently. This leadership role demands strong performance management, including reviewing daily and weekly reports, monitoring performance metrics, and recommending continuous improvements to elevate service levels.

The manager will recruit, retain, and motivate staff, ensuring the highest levels of customer care are achieved and maintained. Additionally, they manage personnel matters such as conducting performance reviews and providing coaching to support professional development. This role is geared towards professionals with at least five years of experience in customer service operations or management, complemented by strong leadership skills to drive a high-performing team effectively. Excellence in communication across departments and leadership layers is critical to ensuring smooth operations and fostering an empowering team culture.

Uline offers career stability and growth opportunities backed by decades of success. Employees enjoy comprehensive benefits, including complete health insurance coverage, a 401(k) plan with a six percent employer match starting on day one, multiple bonus programs, paid holidays, and generous paid time off. The company also supports professional growth through a Tuition Assistance Program that funds continuing education. Uline's no-compromise stance on workplace safety and drug-free policy, including mandatory pre-employment drug screening, reflects its dedication to maintaining a healthy and productive work environment. This is a full-time, on-site position that promises a dynamic and rewarding career path for the right individual ready to lead a critical part of Uline's customer-focused mission.