Customer Service Team Lead

Jacksonville Candidates only (We are considering local candidates only)

Join the HC Brands Family!

We are a fast-growing e-commerce manufacturer & fulfillment center of customized & personalized products located in Jacksonville, Florida. We have two additional fulfillment centers located in Boston, MA and Austin, TX. In just five years, we have grown from approximately 30 employees to nearly 110. We believe in having fun, growing the business, developing leaders and giving back to the community. If you are looking for a career change and a place where you can make a difference, then Holmes Custom is where you need to be.

Job Summary & Responsibilities:

• The Customer Service Team Lead coordinates the customer service team.
• Provide direct customer support to customers who need assistance
• Review and resolve escalations if a team member is unable to resolve a customer’s question or complaint.
• Perform periodic reviews and evaluations of team members. Monitor employee performance and note areas of improvement.
• Improve overall department and organization efficiency and performance by identifying opportunities to enhance internal process
• Train new hires by instructing them on company policies and best practices for resolving customer calls and issues.

Qualifications (Preferred, not Required):

• Team Leadership
• Conflict resolution
• Problem-solving skills
• Communication skills
• High school graduate or equivalent
• All candidates must successfully pass a skills assessment exam and management interview.

Job Duties & Requirements

• Flexibility to rotate between 1st shift and swing shift (see work schedule below)
• Excellent Communication skills, both written and verbal
• Ability to prioritize and handle multiple tasks
• Excellent organizational skills
• Directly supervise employees
• Help decrease the amount of mistakes by implementing procedures to increase accuracy
• Ensure the warehouse and campus is kept clean and safe
• Ability to work in a team environment
• Office equipment & software used: Personal computer, printer, copier, Microsoft Office Suite, Corel Draw, lasers, large format printers, cutters, shears, heat benders and other software as required.
• Must have a can-do attitude and be team oriented
• Self-motivated and able to follow and communicate instructions independently