Service Team Leader

A part of Colgate‑Palmolive since 1976, Hill’s Pet Nutrition offers the highest‑quality pet nutrition available through product lines Prescription Diet® and Science Diet®. Veterinarians worldwide recommend and feed their own pets Hill’s products more than any other brand of pet food. Available in approximately 80 countries around the world, our extensive line of products includes more than 60 Prescription Diet brand pet foods and more than 50 Science Diet brand pet foods. We believe all animals should be loved and cared for during their lifetimes. That is why we are proud our pet foods can make a difference in your pet's life. A career at Hill’s Pet Nutrition or Colgate‑Palmolive is an excellent opportunity if you seek a global experience, constant challenge, and development opportunities in an environment that respects work/life effectiveness. Travel Required: up to 10% of time. Posting Start Date: 6/9/26 Hybrid work environment. No Relocation Assistance Offered. Job Number#173125 – Overland Park, Kansas, United States. Who We Are Colgate‑Palmolive Company is a global consumer products company operating in over 200 countries specializing in Oral Care, Personal Care, Home Care, Skin Care, and Pet Nutrition. Our products are trusted in more households than any other brand in the world, making us a household name! Join Colgate‑Palmolive, a caring, innovative growth company reimagining a healthier future for people, their pets, and our planet. Guided by our core values—Caring, Inclusive, and Courageous—we foster a culture that inspires our people to achieve common goals. Together, let's build a brighter, healthier future for all. At Hill’s we have a purpose to transform the lives of millions of pet families through pioneering innovation, science‑led nutrition, and the best and brightest people. If you’re interested in work that matters, fueled by passion for pets, we invite you to apply. Founded more than 75 years ago with an unwavering commitment to pet nutrition, Hill’s mission is to help enrich and lengthen the special relationships between people and their pets. Our decades of science and research guide us in creating nutrition that’s a step ahead so pets and pet parents can enjoy every day together. As the US #1 Veterinarian recommended pet food brand, knowledge is our first ingredient with 220+ veterinarians, PhD nutritionists and food scientists working to develop breakthrough innovations in pet health. Team Leader A Team Leader is responsible for delivering an exceptional customer experience through a team of agents. In this role you will provide leadership, coaching and support to a team, and develop plans to achieve CXEC KPI targets. This includes improving contact center processes, metrics, and activities. The role also includes addressing any escalations, issues or disputes from customers and/or consumers. The Service Team successfully manages interactions with Veterinary Clinics and Neighborhood Pet Store by providing support to Hill’s online business facing platforms addressing inquiries and complaints, as well as providing assistance in order management and maintaining account information. This is a hybrid position Monday – Friday supporting 2 shifts of agents between the hours of 8:00 am – 5:00 pm. Based on the area you are assigned, you can be assigned in‑office days on Monday/Tuesday or Wednesday/Thursday. Responsibilities Manage and lead the day‑to‑day operations of a team of agents and senior agents to provide an optimal customer experience and one‑call resolution. Provide leadership and assist with daily activities, including working with other departments to resolve customer issues. Manage performance check‑ins, champion agent development and coaching, and support activities that focus on caring, being inclusive and acting courageous. Recruit and retain key agent talent. Establish procedures and monitor assignments and projects, including leading teams through continuous improvement and change management. Evaluate and analyze KPI’s and data insights to drive continuous improvement. Participate in cross‑functional project teams, being a key stakeholder for CXEC and sharing perspectives to ensure a positive customer experience. Required Qualifications 2+ years experience in a customer related role such as sales, customer service, or other related experience. Proficient with customer service technology tools such as SAP Service Cloud, Nice in Contact, SAP master data, data analytic platforms and Google Suite or Microsoft Office tools and email. Preferred Qualifications 2+ years supervisor experience. 1+ years in a customer facing role. Compensation and Benefits Salary Range: $64,000.00 – $96,000.00 USD. Pay is determined based on experience, qualifications, and location. Salaried employees may also be eligible for discretionary bonuses, profit‑sharing, and long‑term incentives for Executive‑level roles. Benefits include medical, dental, vision, basic life insurance, paid parental leave, disability coverage, and participation in the 401(k) retirement plan with company matching contributions subject to eligibility requirements. Additional benefits include a minimum of 15 vacation/PTO days (hourly employees receive a minimum of 120 hours) and 13 paid holidays. Paid sick leave is adjusted based on role and location in accordance with local laws. Our Commitment to Inclusion Our journey begins with our people—developing strong talent with diverse backgrounds and perspectives to best serve our consumers around the world and fostering an inclusive environment where everyone feels a true sense of belonging. We are dedicated to ensuring that each individual can be their authentic self, is treated with respect, and is empowered by leadership to contribute meaningfully to our business. Equal Opportunity Employer Colgate is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status (United States positions), or any other characteristic protected by law. Reasonable accommodation during the application process is available for persons with disabilities. Please complete this request form should you require accommodation. #J-18808-Ljbffr Colgate