Customer Service Team Lead

3 weeks ago

Vernon Hills, United States Learning Resources Full time

About Learning Resources:

We are on a mission to bring learning to life We are Learning Resources, and learning is where we play. Voted one of the Chicago Tribune's Top Workplaces every year for the last four years, we're a 150-person strong, family-owned company who make award-winning educational toys, including top sellers Pretend & Play Calculator Cash Register, Farmer's Market Color Sorting Set and Toy of the Year winners Botley the Coding Robot and Coding Critters.

We share that dedication to learning across our family of companies. Learning Resources team members work closely with the curriculum experts at hand2mind, as well as Educational Insights, makers of hit viral products including Kanoodle, GeoSafari Jr., and Playfoam. We even help pets learn and grow through our pet brands Brightkins and Hunger for Words.

We pride ourselves on being committed to our employee's personal and professional development, a thriving culture and a diverse, creative atmosphere. Along with our competitive benefits package, we offer opportunities for training and development by top university professors as well as in-demand, motivating external speakers. We are looking for professionals who are truly just kids at heart Come join our award-winning team today

Position Description:

The Customer Service Team Lead is responsible for supervising and supporting members within the Sales department, understanding, responding to, and resolving customer needs, and is responsible for training new Customer Service personnel in their respective roles and responsibilities. Additionally, this position is responsible for all aspects of the order fulfillment process for our products through answering calls, product reviews, order processing and managing EDI. This position works cross-functionally with a various of departments including quality control, marketing, IT and operations. This position works closely with Customer Service and Sales Support colleagues, the Sales Operations Manager and sales representatives. The role requires a highly organized, detail-oriented team leader who works well across a variety of teams, exudes a passion for Customer Service and delivers high quality and timely results.

Scope of Responsibilities:

* Process orders in a fast-paced environment for both Dealer and Direct Customers.
* Train, coach and develop members of the Customer Service team in all areas of performance.
* Monitors customer orders, initiates tracers with carriers, and authorizes returns and/or credits including necessary transportation.
* Ensure customer phone calls and emails are answered in a timely manner.
* Audit phone, email and other customer interactions, observing performance, techniques and application of guidelines and procedures.
* Provide feedback to management and challenge processes to increase process efficiency.
* Lead performance reviews and assist with interviewing process for new Customer Service hires.
* Train new and current Customer Service personnel in departmental requirements, systems usage, processes and best practices to Customer Service team members.
* Handle escalated customer issues and provide support for customer interactions.
* Resolve problems by investigating root cause issues, understanding customer needs and working cross functionally.
* Provide knowledgeable answers to questions regarding product, pricing, and availability, returns etc.
* Participate in and lead departmental team meetings
* Leads cross functional projects
* Customer order process via EDI & Commerce Hub- ability to manage high volume of requests with ease and the ability to address customers questions efficiently and accurately
* Work with internal customers (i.e., Accounting, Warehouse, Purchasing, etc.) to ensure appropriate order fulfillment.
* Continuously identify opportunities to drive process improvements that positively impact the customer experience.
* Performs a variety of other tasks and duties as needed.

Requirements/Preferences:

* 1-3 years of supervisory or team leadership experience
* 5+ years Customer Service experience
* Strong computer skills including experience using Microsoft Office, including the ability to create basic reports, documents, presentations, and spreadsheets using MS Word, MS Excel, and MS PowerPoint and ability to learn internal systems
* Excellent oral and written communication skills
* Experience working with large retailers, both brick and mortar and ecommerce
* Experience using retail vendor portal experience a plus


* Excellent organization/prioritization skills, ability to multi-task, work well under pressure, adapt to change and meet required deadlines in a fast-paced environment while focused on details and accuracy
* Must be self-directed with the ability and desire to work in/with cross functional teams and be willing to "go the extra mile"
* Analytical problem solver
* Ability to utilize business sense and creativity to develop new ideas and solutions
* Ability to identify issues, compare data, investigate and resolve discrepancies
* Microsoft Dynamics 365 experience a plus

We are a drug-free workplace and an EEO employer.

Please note: This role will be filled by our internal recruitment team, so no assistance is needed from any outside staffing agency at this time.

#LI-hybrid

  • Customer Service Team Lead

    4 days ago

    Vernon Hills, United States LaSalle Network Full time

    As summer brings a fresh burst of energy and new beginnings, it's the perfect time to embark on an exciting new career opportunity! We have partnered with a premier formal clothing and hospitality wear company that is dedicated to providing top-tier products and exceptional customer experiences. Based in Vernon Hills, IL, and growing rapidly, they are all...

  • Customer Service Team Lead

    1 month ago

    Vernon Hills, United States A Daigger Full time

    About Learning Resources:We are on a mission to bring learning to life! We are Learning Resources®, and learning is where we play. Voted one of the Chicago Tribune's Top Workplaces every year for the last four years, we're a 150-person strong, family-owned company who make award-winning educational toys, including top sellers Pretend & Play® Calculator...

  • Customer Service Team Lead

    3 weeks ago

    Vernon Hills, United States A Daigger Full time

    About Learning Resources:We are on a mission to bring learning to life! We are Learning Resources®, and learning is where we play. Voted one of the Chicago Tribune's Top Workplaces every year for the last four years, we're a 150-person strong, family-owned company who make award-winning educational toys, including top sellers Pretend & Play® Calculator...

  • Customer Service Representative

    1 month ago

    Auburn Hills, United States Customer Service Full time

    Job DescriptionJob DescriptionDuties:Entering dataSplitting and labeling loan packagesOrdering verifications of incomeVerifying Social Security NumbersIndexing of loan conditionsOrdering and uploading documentsLoan verificationSubmitting summary report reviewsReviewing state and federal complianceHandling inbound and outbound callsQualifications:High school...

  • Team Lead, Service Desk

    4 weeks ago

    Vernon Hills, United States BCU Full time

    As an employer, BCU models the dynamic assets of a top workplace, including confidence in company leadership, competitive compensation and benefits, employee development, workplace flexibility, and a passionate employee culture supporting a unified vision. At BCU, you'll have a career in a growing organization and an environment that supports your...

  • Team Lead/Department Manager

    4 weeks ago

    Vernon Hills, United States Ross Dress for Less Full time $16 - $18

    About the job:Welcome to Ross Stores, Inc., where our differences make us stronger… At Ross and dd’s, inclusion is a way of life. We care about our Associates and the communities we serve and we value their differences. We are committed to building diverse teams and an inclusive culture. We respect and celebrate the diversity of backgrounds, identities,...

  • Team Lead/Department Manager

    1 week ago

    Vernon Hills, Illinois, United States Ross Dress for Less Full time

    About the job:Welcome to Ross Stores, Inc., where our differences make us stronger... At Ross and dd's, inclusion is a way of life. We care about our Associates and the communities we serve and we value their differences. We are committed to building diverse teams and an inclusive culture. We respect and celebrate the diversity of backgrounds, identities,...

  • Team Lead/Department Manager

    3 weeks ago

    Vernon Hills, United States Ross Dress for Less Full time $16 - $18

    About the job:Welcome to Ross Stores, Inc., where our differences make us stronger… At Ross and dd’s, inclusion is a way of life. We care about our Associates and the communities we serve and we value their differences. We are committed to building diverse teams and an inclusive culture. We respect and celebrate the diversity of backgrounds, identities,...

  • Team Lead

    1 week ago

    Vernon Hills, United States Extended Stay Hotels Full time

    A teamlead position must demonstrate and promote a strong commitment to providing the best possible experience for our guests. The position is responsible for assisting guests at all times, answering phones, and checking in and checking guests out in accordance with company guidelines and procedures. The GSR also is responsible for completing all necessary...

  • Customer Service Lead

    3 weeks ago

    Anaheim Hills, United States Dunn-Edwards Full time

    $19.00 - $24.00 per hour **DUNN-EDWARDS: THE BEST JOB IN RETAIL! HERE’S WHY**: - Career opportunities: At Dunn-Edwards, we believe in promoting from within and invest in your training and development. We have multiple avenues available that employees can travel as they grow their career: store operations, field sales and corporate support roles. - We love...

  • Ican (Internal Customer Assistance Network) Team

    4 weeks ago

    Vernon Hills, United States CDW Full time

    The ICAN (Internal Customer Assistance Network) Team Lead acts as an escalation contact for the ICAN team. In this role, the Team Lead helps ICAN Specialists with any situations or issues that are beyond their scope of experience or knowledge in addition to their specialty areas. This includes manager calls and escalated issues. Key Areas of...

  • Customer Service

    3 weeks ago

    Vernon Hills, United States BIRK Full time

    Job DescriptionJob DescriptionWe are looking to hire someone who has strong Customer Service background and a Sales personality. Great Opportunity to grow and be part of a team. Must have MS Word and Excel experience. You will be responsible for helping customers by providing product and service information for resolving technical issues.The hours are Monday...

  • Ican (Internal Customer Assistance Network) Team

    1 week ago

    Vernon Hills, United States CDW Full time

    **Description** Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges. The ICAN (Internal Customer Assistance Network) Team Lead acts...

  • Csr - Customer Service Representative

    4 weeks ago

    Vernon Hills, United States Wurth Baer Supply Company Full time

    **Würth Baer Supply Company** is one of the nation's leading specialty wholesale distributors to the woodworking industry, offering an extensive inventory of decorative and functional hardware, tools, shop supplies, surfacing materials, board & panel products, and woodworking machinery. The company’s annual revenue is roughly $385M and has 30 distribution...

  • Csr - Customer Service Representative

    2 weeks ago

    Vernon Hills, United States Wurth Baer Supply Company Full time

    **Würth Baer Supply Company** is one of the nation's leading specialty wholesale distributors to the woodworking industry, offering an extensive inventory of decorative and functional hardware, tools, shop supplies, surfacing materials, board & panel products, and woodworking machinery. The company’s annual revenue is over $400M and has 30+ distribution...

  • Customer Service Admin

    1 week ago

    Vernon Hills, Illinois, United States BIRK Full time

    Job DescriptionJob DescriptionWe are looking to hire someone who has strong Customer Service background with a Sales personality (No selling). Great Opportunity to grow and be part of a team. Must have MS Word and Excel experience. You will be responsible for helping customers by providing product and service information for resolving technical issues.The...

  • Customer Service Admin

    3 weeks ago

    Vernon Hills, United States BIRK Full time

    Job DescriptionJob DescriptionWe are looking to hire someone who has strong Customer Service background with a Sales personality (No selling). Great Opportunity to grow and be part of a team. Must have MS Word and Excel experience. You will be responsible for helping customers by providing product and service information for resolving technical issues.The...

  • Csr - Customer Service Representative - Vernon

    4 weeks ago

    Vernon Hills, United States Wurth Baer Supply Company Full time

    **Würth Baer Supply Company** is one of the nation's leading specialty wholesale distributors to the woodworking industry, offering an extensive inventory of decorative and functional hardware, tools, shop supplies, surfacing materials, board & panel products, and woodworking machinery. The company’s annual revenue is roughly $385M and has 30 distribution...

  • Customer Service Representative

    4 weeks ago

    Vernon Hills, United States Addison Group Full time

    Customer Service Representative - HYBRID SCHEDULE - Tue & Wed onsite | Mon, Thur & Fri remoteLocation: Vernon Hills, IL Hours: open to work between the hours of 7am-7pm - 8 hour shift Pay: $19-20/hr (based on experience) One of our clients is hiring a Customer Service Representative to join their team! Great work environment, offer a hybrid schedule and...

  • Customer Service Representative

    1 month ago

    Vernon Hills, United States Addison Group Full time

    Job DescriptionJob DescriptionCustomer Service Representative - HYBRID SCHEDULE - Tue & Wed onsite | Mon, Thur & Fri remoteLocation: Vernon Hills, ILHours: open to work between the hours of 7am-7pm - 8 hour shiftPay: $19-20/hr (based on experience)One of our clients is hiring a Customer Service Representative to join their team! Great work environment, offer...