Customer Service Team Lead

Uline Inc., a leading North American distributor of shipping, industrial and packaging materials, is seeking a Customer Service Team Lead for our Customer Service & Support department. In this role, you'll supervise a customer service team, coach and develop staff, monitor performance metrics and ensure prompt, accurate resolution of customer inquiries across distribution and logistics operations. You'll collaborate with cross-functional teams to improve processes, support a results-driven, service-focused culture, and help drive efficiency while growing your leadership skills through robust training and advancement opportunities.

Responsibilities

• Lead, coach, and mentor a team of customer service representatives supporting distribution and logistics customers across North America.
• Oversee daily customer service operations, ensuring rapid, accurate responses to inquiries related to orders, shipping, inventory, and product information.
• Monitor team performance using defined KPIs such as response time, order accuracy, first-contact resolution, and customer satisfaction scores.
• Provide hands-on support for escalated customer issues, resolving complex service or logistics concerns while maintaining Uline's reputation for exceptional service.
• Collaborate closely with distribution center, logistics, sales, and supply chain teams to ensure seamless order flow and delivery performance.
• Analyze call volumes, email/ticket trends, and service metrics to identify patterns, root causes, and opportunities to improve processes and efficiency.
• Develop schedules, assign workload, and balance resources to meet service level targets in a high-volume, fast-paced environment.
• Support hiring, onboarding, and ongoing training of customer service representatives, reinforcing best practices and Uline's service standards.
• Document, refine, and enforce standard operating procedures for customer service across the distribution and logistics workflows.
• Champion a results-driven, collaborative culture focused on continuous improvement, professional growth, and exceptional customer experiences.

Required Skills

• Customer service operations
• Team leadership and coaching
• Performance management and KPIs
• Conflict resolution and de-escalation
• Order management in distribution/logistics
• CRM and ticketing systems
• Data analysis and reporting (Excel or BI tools)
• Process improvement and workflow design
• Written and verbal communication
• Time management and prioritization