Customer Service Team Lead

3 months ago

Morton Grove, United States Bunzl Distribution USA Full time

** Customer Service Team Lead (BRS Morton Grove)**

**Job Category****:** Telesales & Customer Service **Requisition Number****:** USA21009517 Showing 1 location **Job Details**

**Description**

The Customer Service Team Leads primary responsibilities are to provide leadership and management to all members of the team, coordinating support of accounts and all other workflow. The Customer Service Team Lead is responsible for delivering measurable results that achieve or exceed company objectives with respect to all account and order management duties, timely and accurate team reporting, and overall customer satisfaction. Additionally, the role works directly with all internal BRS departments (inventory management, sourcing, finance, etc.) to drive all open issues to closure.

***Responsibilities:***

* Be a role model for BRS company culture

* Develop, mentor, and train team providing appropriate documentation, direction, and resources needed to support success

* Design and maintain accuracy of on demand reporting per established process (maintain integrity of data)

* Maintain and enforce processes including usage of all recommended software and tools per established criteria

* Maintain file saving procedures and enforce procedures across team

* Identify need for revisions to process and procedure and take action to revise as needed and collaborate across the account teams to ensure only one documented process is executed across the position

* Be a proactive liaison to other management team colleagues (Sales, Production, Import Planning, Design Services, Accounting, etc.)

* Create and maintain SOP library

* New account setup

* Work with CSM on projects and workflow

* Oversee multiple customer eCommerce websites

* Subject matter expert and go-to for all department and customer service processes and procedures

* Liaison for all BRS functional business partners (e.g., DC, Inventory, Finance, Marketing)

***Requirements:***

* High School graduate or equivalent with a minimum of 2 years Customer Service experience in a call center environment

* Bachelors Degree Preferred

* Problem solver with ability to multi-task using judgement and decision-making skills

* Strong communication and time management skills

* Computer literate, including MS Word, Excel, e-mail; AS400 and ServiceNow experience a plus

* Quickly learn new technologies and ERP systems such as AS/400 a plus.

* Effectively communicate both orally and in written form with management, internal and external customers.

* Demonstrate the ability to anticipate and solve practical problems

Bunzl is a global leader in the Cleaning & Hygiene, Food Processing, Grocery, Health Care, Non-Food Retail, and Safety industries. We have grown both organically and through acquisitions to sales in excess of $10 billion. Bunzl North America is headquartered in St. Louis, Missouri. Bunzl North America owns and operates more than 100 warehouses and serves all 50 states, Puerto Rico, Canada and parts of the Caribbean and Mexico. With more than 5,000 employees and 400,000 plus supplies, Bunzl is regarded as a leading supplier in North America.

*Bunzl Distribution offers competitive salaries, a comfortable work environment, and a full range of benefits including a 401k with a company* *match.*

*Bunzl Distribution has a tradition of commitment to equal employment opportunity. It is the established policy to attract and retain the best qualified people without regard to race, color, religion, national origin, sex/gender (including pregnancy), sexual orientation, age, disability or veteran status as provided by law.*

**Qualifications**

**Skills**

**Behaviors**

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**Motivations**

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**Education**

**Experience**

**Licenses & Certifications**

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)

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