Job Title

Express Employment Professionals is seeking an experienced Customer Service Lead for a growing company in the Dubuque area. This position plays a vital role in ensuring an exceptional online customer experience by overseeing day-to-day eCommerce operations, resolving complex issues, and coaching a small, dedicated customer service team. The ideal candidate is detail-oriented, empathetic, and thrives in a fast-paced environment where leadership, organization, and communication make all the difference. Key Responsibilities: Lead daily operations of the eCommerce Customer Service team, ensuring prompt, professional responses to customer inquiries via phone, email, and chat. Serve as the main point of contact for escalated customer issues, taking ownership of resolutions and maintaining a positive experience. Coach, train, and mentor team members to uphold service standards and enhance team performance. Monitor performance metrics (response time, resolution rate, customer satisfaction) and implement improvements as needed. Coordinate workloads and adjust priorities based on seasonal demand, call volume, and order activity. Oversee online order management, including returns, exchanges, refunds, and payment verification. Collaborate with fulfillment, marketing, and store teams to ensure accurate order processing and timely delivery. Maintain and update customer service documentation, FAQs, and training materials. Identify recurring issues and propose process enhancements to improve overall efficiency and customer satisfaction. Assist the E-Commerce Manager with team scheduling, workflow improvements, and performance evaluations. Qualifications: Minimum of 3 years of experience in eCommerce customer service, retail support, or contact center leadership. Strong leadership, coaching, and mentoring skills. Excellent written and verbal communication with a customer-first mindset. Proficiency in Microsoft Office Suite; familiarity with ERP, CRM, and order management systems preferred. Ability to manage shifting priorities while maintaining composure and professionalism. Prior experience training others and documenting workflows a plus. Experience with AS400, , Modern Retail, Signifyd, Avalara, or YotPo is beneficial. Schedule & Pay: Monday-Friday, standard daytime hours $22-$26/hour, depending on experience Hybrid schedule with 5 work-from-home days per month Join a team that values collaboration, initiative, and exceptional customer experiences.