Customer Service Group Leader

Overview

Customer Service Group Leader at UL Solutions. Lead and manage the customer service team to deliver high-quality service and drive continuous improvement.

Responsibilities

• Manage day-to-day workflow, ensuring tasks are assigned, tracked, and completed efficiently.
• Act as a point of escalation for complex customer issues, providing timely and effective resolutions.
• Conduct regular one-on-one meetings to support team development and engagement.
• Define clear accountabilities and performance objectives for direct reports.
• Create and implement training plans, ensuring milestones are met and skills are continuously developed.
• Monitor KPIs and quality metrics, preparing reports and insights for leadership.
• Use CRM tools to manage leads, segment customers, and maintain accurate records.
• Measure and enhance customer satisfaction through reviews and feedback loops.
• Identify cross-selling opportunities and define project scopes tailored to customer needs.
• Provide actionable insights and suggestions to improve processes and customer journeys.
• Support digital strategies and omni-channel service delivery (chat, email, phone, social media).
• Collaborate with sales teams on inbound / outbound calls to generate leads and opportunities.

Qualifications

About Us

A global leader in applied safety science, UL Solutions (NYSE : ULS) transforms safety, security and sustainability challenges into opportunities for customers in more than 110 countries. UL Solutions delivers testing, inspection and certification services, together with software products and advisory offerings, that support our customers' product innovation and business growth. The UL Mark serves as a recognized symbol of trust in our customers' products and reflects an unwavering commitment to advancing our safety mission. We help our customers innovate, launch new products and services, navigate global markets and complex supply chains, and grow sustainably and responsibly into the future. Our science is your advantage.

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