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Customer Service Team Lead

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 a time you coached someone and saw their performance improve.

What they are checking: Whether they have real coaching experience that changed results, not just giving advice.

Tell me about a process improvement you suggested that made work easier or better for customers.

What they are checking: Whether they give useful feedback to management, which the posting expects from Team Leads.

What do you think makes a team trust their lead?

What they are checking: Whether they understand that fairness, support and follow-through build credibility.

What would you do

One of your reps hits every speed target but customers complain they're rushed. How do you coach them?

What they are checking: Whether they balance metrics with real customer experience when coaching.

An escalated customer demands a manager. How do you handle the call?

What they are checking: Whether they can calm a situation and resolve it while staying within policy.

You've been promoted and now lead people who were your peers. How do you handle that?

What they are checking: Whether they can set fair expectations with former peers without losing trust.

How do you handle a rep who is often late or misses shifts?

What they are checking: Whether they address reliability issues directly and consistently.

About the work

Walk me through how you'd review a recorded call and give feedback to the rep.

What they are checking: Whether they can evaluate quality against clear standards and give specific, balanced feedback.

How would you run a team meeting to share a policy update so people actually remember it?

What they are checking: Whether they can communicate changes clearly and check understanding.

How do you write a performance review that is honest but motivating?

What they are checking: Whether they can document performance clearly with examples and a path forward.

Practice this interview out loud.

Offer builds a real interview for this exact role at Uline from your resume and this job description, asks the questions one at a time, and tells you what landed. The first one is free.

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The full job description

As published by Uline.

Customer Service Team Lead 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 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 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. 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 9,800 employees across 14 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-KNMANC) #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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