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Customer Service Team Lead - Bilingual

Uline · IL · $33.00–$38.00 an hour · Full time

Posted Sep 30, 2026 · We last checked this listing on Oct 6, 2026

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Likely interview questions for this role

Written from this job description, not a generic list. Each one notes what the interviewer is really checking.

About your past

Tell me about your experience leading or coaching bilingual representatives.

What they are checking: Whether they've developed people who serve customers in more than one language.

Tell me about a time you helped someone improve their performance numbers.

What they are checking: Whether they can coach to metrics while keeping customer experience strong.

Tell me about a time you noticed a process problem and brought it to management.

What they are checking: Whether they share useful ideas to improve efficiency and customer satisfaction.

What does it take to keep a team motivated through a very busy season?

What they are checking: Whether they can lead through pressure and keep the team positive.

What would you do

A bilingual rep translates product details loosely and makes order mistakes. How do you coach them?

What they are checking: Whether they can catch and correct accuracy problems that come from translation.

An upset Spanish-speaking customer asks for a supervisor. Walk me through how you handle it.

What they are checking: Whether they can resolve escalations calmly and respectfully in either language.

How would you support a new bilingual rep who is nervous about taking calls?

What they are checking: Whether they can build confidence through training and encouragement.

About the work

How would you review the quality of a call conducted in Spanish and give feedback in either language?

What they are checking: Whether their language skills are strong enough to judge quality and coach accurately.

How would you make sure policy updates are understood the same way by reps who speak different first languages?

What they are checking: Whether they think about clear communication and checking understanding across languages.

How do you run a one-on-one meeting that the rep finds useful?

What they are checking: Whether they prepare, listen and agree on next steps rather than lecturing.

Practice this interview out loud.

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The full job description

As published by Uline.

Customer Service Team Lead - Bilingual Pay from $33 to $38 per hour with significant growth and earning potential! Kenosha Branch 12355 Uline Way, Kenosha, WI 53144 Leading the way with legendary customer service - at Uline! As a Bilingual Customer Service Team Lead, ensure our representatives are trained and empowered to be the ultimate problem solvers and deliver the fast, friendly and customer-focused experience our customers love. Careers Packed with Potential. Backed by 45+ years of success, Uline offers opportunities to grow your career with stability you can count on. Position Responsibilities • Coach and develop Bilingual Customer Service Representatives in all areas including product knowledge, policies and procedures as well as performance metrics. • Review phone, email and other customer interactions to evaluate quality, track results and provide coaching and performance reviews for increased success. • Provide feedback to management on processes improvements that increase efficiency and customer satisfaction. • Facilitate team meetings and one-on-one sessions to communicate policy updates, company information and provide training and coaching. • Handle escalated customer issues and provide weekly support for customer interactions. Minimum Requirements • High School diploma or equivalent required. Bachelor’s degree preferred. • 3+ years of customer service experience. • 2+ years of experience in a leadership / supervisory role preferred. • Effective communication skills. • Bilingual (English / Spanish) - Fluent in both verbal and written forms. Benefits • Complete health insurance coverage and 401(k) with 6% employer match that starts day one ! • Multiple bonus programs. • Paid holidays and generous paid time off. • Tuition Assistance Program that covers professional continuing education. Employee Perks • Café featuring affordable daily meal options from local restaurants. • On-site fitness center and beautifully maintained walking paths. • Best-in-class, clean, modern facilities. About Uline Uline, a family-owned company, is North America’s leading distributor of shipping, industrial, and packaging materials with over 10,000 employees across 15 locations. Uline is a drug-free workplace . All new hires must complete a pre-employment hair follicle drug screening . All positions are on-site. EEO/AA Employer/Vet/Disabled #LI-AP3 #LI-IL001 (#IN-KNMANC1) #ZR-ILCS Our employees make the difference and we are committed to offering exceptional benefits and perks! Explore Uline.jobs to learn more!

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