Customer Service Team Leader - Distribution & Logistics
Uline Inc.Join Uline Inc., a prominent distributor of shipping, industrial, and packaging materials, as a Customer Service Team Leader in our Customer Service & Support department. In this exciting role, you will have the opportunity to lead and develop a dedicated customer service team while ensuring exceptional service for our distribution and logistics operations. You will play a key role in enhancing pr
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ocesses, supporting a results-oriented culture, and growing your leadership skills through extensive training and advancement opportunities.
Responsibilities
• Lead and inspire a team of customer service representatives dedicated to serving distribution and logistics customers across North America.
• Manage daily operations to deliver quick and accurate responses to inquiries regarding orders, shipping, inventory, and product details.
• Track team performance through defined KPIs such as response time, order accuracy, first-contact resolution, and customer satisfaction metrics.
• Provide expert support for escalated customer concerns, ensuring effective resolution of complex service or logistics issues, while upholding Uline's standard of excellence.
• Work closely with distribution centers, logistics, sales, and supply chain teams to maintain seamless order processing and delivery efficiency.
• Analyze service metrics and trends to identify patterns and opportunities for process improvements.
• Develop employee schedules, manage workloads, and allocate resources to meet service level targets in a dynamic, high-volume environment.
• Assist in the hiring, onboarding, and continuous training of customer service representatives, emphasizing best practices and Uline's service standards.
• Document and refine standard operating procedures to enhance customer service across distribution and logistics workflows.
• Promote a collaborative and results-driven culture aimed at continuous improvement, professional growth, and outstanding customer experiences.
Required Skills
• Expertise in customer service operations
• Strong leadership and mentoring abilities
• Experience managing performance metrics and KPIs
• Skills in conflict resolution and de-escalation
• Knowledge of order management in distribution/logistics
• Familiarity with CRM and ticketing systems
• Proficiency in data analysis and reporting using Excel or BI tools
• Commitment to process improvement and workflow design
• Excellent written and verbal communication
• Effective time management and prioritization skills