About this role
Job title: Customer Service Team Lead
About the Role As a Customer Service Team Lead, you will guide a team of customer service professionals in Kenosha, WI to deliver exceptional service and resolve customer issues. You will coach staff, monitor performance, and partner with operations to improve processes and customer satisfaction.
What You'll Do
- Lead daily operations of the Customer Service team to meet service levels and KPIs.
- Coach, train, and motivate team members; provide performance feedback.
- Monitor queues (phone, email, chat) and handle escalations; drive process improvements.
- Collaborate with Warehouse/Operations and other departments to resolve customer issues and ensure accurate order handling.
What We're Looking For
- Prior supervisory experience in a customer service environment.
- Excellent communication, problem-solving, and decision-making skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience with CRM and order management systems is a plus.
Nice to Have
- Experience in a distribution/fulfillment or manufacturing environment.
- Bilingual English/Spanish is a plus.