Team Leader - ShelfLine (Modern Shelving Customer Experience Team)

Modern Shelving, a leader in the home, office, and retail display industry, is renowned for its modern, stylish, and functional shelving solutions. As we continue expanding our market reach, we are excited to welcome a Team Leader for ShelfLine—our dedicated Customer Experience Team. This team engages with customers who have purchased Modern Shelving designs from Lowe’s website, Amazon, and our direct-to-consumer platform, ModernShelving.com, ensuring seamless communication and support via calls, Zoom, and text.

Position Overview:

As the Team Leader of ShelfLine, you will spearhead a customer-centric team responsible for post-purchase engagement, installation guidance, and overall satisfaction. You will ensure that every customer who orders from our various platforms receives expert assistance in understanding their shelving solutions, coordinating installation support, and resolving inquiries in a timely manner. This role requires leadership, organizational efficiency, and excellent communication skills to deliver a world-class customer experience while driving efficiency within the team.

Key Responsibilities:

Lead, mentor, and manage the ShelfLine Customer Experience Team to provide outstanding service to customers across multiple sales channels (Lowe’s, Amazon, ModernShelving.com).

Supervise customer interactions, ensuring that inquiries, installation guidance, and issue resolution are handled professionally via calls, Zoom, and text.

Develop and maintain standard operating procedures (SOPs) for handling post-purchase customer interactions, ensuring consistency in communication and support.

Track and oversee all customer service cases using Gorgias for communication management and Pipeline CRM for follow-ups and service tracking.

Conduct training sessions to enhance team knowledge of Modern Shelving products, installation procedures, and customer engagement strategies.

Monitor team performance, analyze customer feedback, and implement improvements to enhance the overall service experience.

Coordinate with the sales, design, and production teams to ensure smooth communication between departments and resolve customer concerns efficiently.

Maintain meticulous records of interactions, escalations, and resolutions to improve workflow and future customer interactions.

Identify opportunities for process optimization and automation to enhance team efficiency and customer satisfaction.

Participate in leadership meetings to discuss team performance, customer insights, and innovative strategies for improving service.

Work Schedule:
Tuesday to Sat, 8 a.m. to 4 p.m. PST (focused on engaging with customers and ensuring post-purchase support excellence).
Minimum Skills & Qualifications:

Technical Skills:

Proficient in using Zoom or similar video conferencing tools for virtual consultations.

Skilled in Gorgias for communication management and Pipeline CRM for tracking and resolving customer service cases.

Experience in developing and refining SOPs for customer service teams.

Communication Skills:

Exceptional verbal and written communication skills.

Ability to convey technical information about shelving installation in a clear, customer-friendly manner.

Strong problem-solving skills and ability to handle escalations effectively.

Leadership & Business Acumen:

Experience in leading customer service or support teams, preferably in a product-based industry.

Proven ability to manage and mentor a team in a remote setting.

Familiarity with post-purchase customer service best practices, ensuring a positive brand experience.

Interpersonal Skills:

Excellent listening and conflict-resolution skills.

Ability to foster a customer-first culture within the team.

Proactive mindset in identifying customer pain points and implementing solutions.

Preferred Qualifications:

Prior experience managing a customer service team, especially in an e-commerce, home improvement, or product-based business.

Strong knowledge of modern shelving solutions, installation best practices, and troubleshooting techniques.

Location:

Remote (Stable internet connection and a professional home office setup required for Zoom consultations and customer engagement.)

Requirements:

3+ years of experience in customer service, team leadership, or a related field.

Strong communication, leadership, and organizational skills.

Ability to work independently while leading a high-performing team.

A passion for delivering outstanding customer experiences.

If you are an experienced customer service leader with a drive for excellence and a passion for ensuring seamless post-purchase experiences, we invite you to apply for this key role at Modern Shelving. Join us and play a pivotal role in shaping the ShelfLine Customer Experience Team!

Next Steps:
Qualified candidates should expect a WhatsApp interview confirmation upon application. We are hiring immediately!