Job Description

Customer Service Team Lead

Location: Middlesex, NJ

Industry: Consumer Products

About Us:

My client is a fast-growing consumer products company passionate about delivering exceptional experiences to our customers. As we expand, we’re looking for a dedicated Customer Service Team Lead who thrives in a dynamic environment and enjoys mentoring a team to success.

Why You’ll Love Working Here:

• Be part of a supportive, collaborative team where your leadership makes a real impact.
• Work with multiple sales channels and modern systems, gaining valuable cross-functional experience.
• Grow your career as the company expands—your development matters to us.
• Enjoy a company culture that values initiative, problem-solving, and employee contributions.

What You’ll Do:

• Lead, supervise, and motivate the customer service team to achieve daily goals.
• Streamline workflow by merging tickets and removing SPAM to keep inquiries accurate.
• Approve expedited shipping for replacements and warranty requests.
• Assist team members with inquiries and help resolve complex issues.
• Process order cancellations, warranty replacements, and RMAs efficiently.
• Review and release hold orders while maintaining accuracy.
• Create and process CRMS for Accounting across Wholesale, Dropship, and Marketplace accounts.
• Handle customer inquiries across Zendesk, Mirakl, Michaels, Wayfair, Wish, Reverb, and more.
• Correct order errors and RMAs, ensuring smooth customer experiences.
• Monitor call queues, track inbound calls, and keep the team informed.
• Approve partial refunds as necessary to maintain customer satisfaction.

What They are Looking For:

• Proven supervisory and leadership experience in a goods or services environment.
• At least 3 years of hands-on customer service experience.
• Excellent verbal and written communication skills.
• Comfortable using technology, software applications, and phone systems to manage workflow.
• Passionate about helping others succeed and improving processes.

Systems You’ll Use:

• Order Management System
• Zendesk CRM
• Amazon Seller Central
• SellerCloud
• Various carrier portals for labels and tracking
• Customer portals like eBay, Overstock, Walmart, Marketplace Vendors, Shopify

Join Their Team:

If you’re a natural leader who enjoys guiding a team, solving problems, and ensuring outstanding customer experiences, this is the perfect opportunity for you. Grow with us as we continue to expand and innovate in the consumer products industry!

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