Service Team Leader

Colgate-Palmolive

Overland Park, KS

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JOB DETAILS

SALARY

$64,000–$96,000 Per Year

SKILLS

Analysis Skills, Animal Care, Animal Nutrition, Call Centers, Change Management, Cloud Computing, Coaching, Continuous Improvement, Corporate Policies, Cross-Functional, Customer Experience, Customer Relations, Customer Service Tools, Customer Support/Service, Data Analysis, Diversity, Employee Retention, Food Science, Home Care, Leadership, Metrics, Microsoft Office, Nutrition, Order Management, Performance Management, Performance Metrics, Personal Care, Procedure Development, Process Improvement, Resolve Customer Issues, SAP, Sales, Scientific Research, Skin Care, Talent Management, Team Lead/Manager, User Documentation, Veterinary Medicine, eCommerce

LOCATION

Overland Park, KS

POSTED

1 day ago

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.

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/ 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 8:00am - 5:00pm. Based on the area you are assigned, you can be assigned in-office days on Monday/Tuesday or Wednesday/Thursday.

Responsibilities:

+ Responsible for managing and leading 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 activity to include working with other departments to resolve customer issues

+ Manage performance check-ins, champion agent development and coaching, and support activities that focuses on caring, being inclusive and acting courageous

+ Recruit and retain key agent talent

+ Establish procedures and monitor assignments &/or projects, to include 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:

+ Bachelor's degree

+ 2+ years experience in a customer related role such as sales, customer service, or other related experiences

+ 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: Salaried employees enjoy a comprehensive benefits package, including 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 (vacation days are prorated based on the employee's hire date within the calendar year). Paid sick leave is adjusted based on role and location in accordance with local laws. Detailed information regarding paid sick leave entitlements will be provided to employees upon hiring and may be subject to adjustments based on changes in legislation or company policies.

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 (https://docs.google.com/forms/d/e/1FAIpQLSdaxk_eF4utznQoVHlxmL9jVFJbOkM4Oe5CAdKOg-h9EPdLfg/viewform) should you require accommodation.

For additional Colgate terms and conditions, please click here (https://www.colgatepalmolive.com/content/dam/cp-sites/corporate/corporate/en_us/corp/locale-assets/pdf/colgate-terms-and-conditions-2023.pdf) .

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About the Company

Colgate-Palmolive

The small soap and candle business that William Colgate began in New York City early in the 19th century is now, more than 200 years later, a truly global company serving hundreds of millions of consumers worldwide. Throughout this history, Colgate people and Colgate values have been at the heart of our success. Today, Colgate focuses on four core businesses Oral Care, Personal Care, Home Care and Pet Nutrition. Colgate now sells its products in over 200 countries and territories worldwide.

COMPANY SIZE

10,000 employees or more

INDUSTRY

Consumer Packaged Goods Manufacturing

WEBSITE

https://www.colgatepalmolive.com/en-us