Customer Service Team Lead

Location: On-site at the Kenosha Branch, 12355 hirify.global Way, Kenosha, WI 53144, United States

Salary: $33–$38 per hour, with significant growth and earning potential

Company

Family-owned distributor of shipping, industrial, and packaging materials with more than 9,800 employees across 14 locations.

What you will do

• Coach and develop Customer Service Representatives on product knowledge, policies, procedures, and performance metrics.
• Review phone, email, and other customer interactions to evaluate quality and provide performance coaching.
• Handle escalated customer issues and support customer interactions weekly.
• Facilitate team meetings and one-on-one sessions covering policy updates, company information, training, and coaching.
• Recommend process improvements that increase efficiency and customer satisfaction.

Requirements

• High school diploma or equivalent required.
• At least 3 years of customer service experience.
• Effective communication skills.
• All positions are on-site.
• New hires must complete a pre-employment hair follicle drug screening.

Nice to have

• Bachelor’s degree.
• At least 2 years of leadership or supervisory experience.

Culture & Benefits

• Complete health insurance coverage and a 401(k) with a 6% employer match starting day one.
• Multiple bonus programs, paid holidays, and generous paid time off.
• Tuition assistance for professional continuing education.
• On-site café, fitness center, walking paths, and clean modern facilities.
• Drug-free workplace.