Find & Apply For Customer Service Manager Jobs in North Chicago, Illinois

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