Customer Service Team Lead

Description

WHO WE ARE:

Founded in 1947 and headquartered in Schofield, Wisconsin, Wausau Supply Company has a history of providing top-quality building materials to authorized retailers across the United States. As a proud 100% employee-owned company, we are dedicated to not only serving our customers but also ensuring that our employees have a direct stake in our success. We distribute building materials from the industry's leading manufacturers to authorized retailers from the western Rocky Mountains to the east coast. In addition to our distribution capabilities, Wausau Supply Company is known for its high-quality manufactured brands, including Diamond Kote Siding System, Waudena, ChamClad and Taylor Entrance Systems. These brands reflect our commitment to innovation, safety, service and integrity. Our territory continues to expand as we continuously strive to meet the demands of our customers with nineteen distribution centers and five fabrication and finishing facilities across the United States.


At Wausau Supply Company, we are driven by a passion for excellence and a dedication to service, ensuring that we remain a trusted partner in the building materials industry for generations to come.

BENEFITS we offer:

+ 3 weeks paid vacation within 1st year

+ 9 paid holidays

+ 100% Employee Owned

+ Employee Stock Ownership Program


+ 401K Retirement Fund - Additional opportunity for employee to contribute


+ Health, Dental, Vision, Short Term/ Long Term Disability

+ Employee Assistance Program


+ Opportunity for advancement

+ Training and development

+ Employee Material Purchase Program


WHAT THIS ROLE WILL BE DOING:

As an industry leader in the building materials market, a Customer Service (CS) Team Leader - Waudena will have the ability to work cross-functionally and across all levels of the organization to bring a world-class quality experience for the customer and positive results for the business. This role will foster and build strong knowledge of company functions, initiatives, and performance. A CS Team Leader must demonstrate a strong desire to develop expertise in people leadership, as well as a range of disciplines, Omni-channel customer touches, industry and customer trends, product feature and benefits training, continuous improvement, and change management. A CS Team Leader will ensure that all customer and internal interactions in the department will be conducted with professionalism, honesty, and integrity. They will ensure the impact of every customer contact is highly valued and conducted with accuracy and consultation. We are here to serve our customers' needs and promote quality experience resulting in advocates of our brands and services.

Key Duties/Responsibilities:

• During peak periods, handle large amounts of incoming calls, emails, and/or web chat interactions.

• Contribute content and curriculum for customers facing teams which align with quality customer experience.

• Ensure daily that our CS agents have the tools training, reinforcement, empowerment, and engagement to continually improve each customer interaction.

• Assess, identify, and predict potential needs of CS employees, as well as customers; and fully communicate those solutions in an empathetic and courteous manner.

• Communicate with other departments and co-workers to maximize consistent experience for the customer, and to leverage information uncovered during customer interactions.

• Efficiently and creatively navigate resources to gain the knowledge base needed to problem solve and grow.

• Lead by example and coach / reinforce adherence to internal procedures with a positive, productive demeanor.

• Assist CS Leadership in hiring, onboarding, training, and evaluation of new talent.

• Monitor and coach CS employees toward meeting or exceeding established metrics for quantity and quality.

• Supplement other departments during slow periods, including Marketing, Production, and Human Resources.

Required Skills/Abilities:

• The ability to inspire, motivate, and guide team members towards achieving goals.

• Strong understanding of customer service principles and practices to ensure high-quality support.

• Excellent verbal and written communication skills to interact with team members, customers, and other stakeholders.

• Excellent organization skills and the ability to operate with minimal direction or supervision.

• Efficiently managing time and prioritizing tasks to meet deadlines; skills to manage projects and initiatives.

• Independent decision-making skills and initiative.

• Ability to set performance goals, monitor progress, and provide constructive feedback.

• A natural curiosity in our customers' business and inquisitiveness with appropriate empathy and patience that will positively impact both the customer and WSC's business relationship.


Education and Experience:

• Show consistent and sustained levels of excellence as a Customer Service Team Lead or have relevant expertise in a contact center.

Physical Requirements:

• Sustained periods working from the desk and over the phone with the occasional need to travel or help in other departments during non-peak periods.


Conclusion: The [Customer Service Team Leader - Waudena] will exemplify the high standards that have come to be associated with WSC. As an ESOP owner, acting with honor, integrity, and positivity is imperative. The [Customer Service Team Leader - Waudena]'s prime objective is to maintain efficiency and quality in the assembly of our product line.

Wausau Supply Company is an Equal Employment Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and employees without regard to race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, and any other characteristic protected by applicable law.