CDW Careers

Team Lead- Customer Relationsat CDW Careers

Job ID: 17001593
Updated: February 23, 2018
Location: Vernon Hills, IL, United States


Role Overview
The Customer Relations Team Leader acts as an escalation contact for the Customer Relations team. In this role, Team Leaders will be coaching Customer Relations team members to help increase productivity and quality. They will also help representatives with any situations or issues that are beyond their scope of experience or knowledge. This includes manager calls and escalated issues.

Key Areas of Responsibility
  • Clarifies procedures, fields general questions, assists with troubleshooting cases, and reviews
  • Customer Relations work for quality and guideline compliance
  • Provide daily direction and communication to co-workers so that cases, emails and calls are addressed in a timely, efficient and knowledgeable manner
  • Addresses and researches escalated issues raised by internal and external partners, ultimately making decisions and/or recommendations
  • Works with their leadership team to ensure coverage is adequate during operational hours
  • Regularly assesses transactional processes and procedures. Suggests methods to improve area operations, efficiency and service to both internal and external customers
  • Compiles and shares detailed reports related to team productivity, mission critical objectives, and vendor specific information
  • Provides encouragement to team members, including reinforcement of team goals and identifies areas for new training or skill checks
  • Monitors internal tools leveraged by team to ensure productivity is maintained, communicates
  • service level issues, works with internal support teams to troubleshoot and resolve system failures/outages
  • Works with management to assist in ongoing job specific development of team. Lead cross departmental round table meetings and communicates feedback with managem ent and team members
  • Maintains open communication with direct Supervisor to address any issues requiring additional management intervention. Escalates issues when appropriate
  • Works with our Vendor Contacts when it comes to transactional matters involving vendor tools, processes and proprietary access management
  • Supports execution and development of departmental strategies to increase productivity and provide greater levels of service
  • Works as a member/leader of special or ongoing projects that are important to area/process improvement
  • Assist team with workload as the business requires
  • Lead by example. Model the guidelines set forth in the CDW Way and follow all CDW policies and procedures


Minimum Qualifications
  • High school diploma or equivalent
  • 3 years of Customer Relations experience
  • Intermediate computer skills (Microsoft Applications and general use of office equipment)
Other Required Qualifications
  • Detailed oriented with strong organizational skills
  • Demonstrated ability to create an approachable, friendly environment with coworkers
  • Creative problem solving, conflict resolution and research skills to resolve issues
  • History of balancing competing priorities with the ability to adapt to the changing needs of the business while meeting deadlines
  • Proven ability to resolve customer issues quickly and efficiently
  • Ability to work in a fast paced environment. This department requires timely resolutions, as customer issues must be resolved quickly and efficiently
  • Excellent typing and data entry skills
  • Must be able to work independently and in a team -oriented environment
  • Flexibility to work different shifts as needed (7-4, 9-6, or 10-7)
  • Ability to communicate effectively in a constructive manner with management, peers andcoworkers
Preferred Qualifications
  • Bachelor’s Degree
  • Prior Leadership experience
  • Training and development background
  • Extensive knowledge of Customer Relations department
Job Category: Logistics-Operations
Job Type: Full-Time
Travel Percentage: 0%