The Wood Products Customer Service organization has an immediate opening for a motivated customer service-oriented leader to join our team. This position is based at our Corporate Headquarters building in Pioneer Square Seattle.

The Customer Service Lead position is responsible for supporting our internal and external customers as well as assisting and supporting our customer service team members. This includes supporting and monitoring the day-to-day operations and workload of the customer service team, participating in project work, responding to and resolving both customer and supply chain escalations, and helping to identify and drive both system and process improvements to enhance team efficiencies. This position will report to the Customer Service Manager.

The role will operate under our hybrid Flexible Work Policy, which requires employees to be in the office Tuesday, Wednesday and Thursday but allows for remote work on Monday and Friday

Primary Responsibilities:

• Role model Weyerhaeuser core principles, while creative a positive work environment, and ensure open communication among employees
• Support Customer Service Manager in providing daily direction and communication to employees to ensure customer satisfaction as needed
• Monitor daily workload of team members and adjust ensure adequate coverage and correct procedures are being followed
• Provides feedback to Customer Service Manager on issues and/or training opportunities identified through assistance to customer service team
• Works cooperatively as a member of the customer service team to continuously improve customer satisfaction while driving efficiencies and reducing customer cost
• Ability to successfully lead and/or drive change – develop and execute on new processes
• Oversee resolution of escalations from internal/external customers
• Can flow to work to cover customer service representatives’ duties
• Develop business relationships throughout sales and supply chain organization and has Wood Products business knowledge
• Foster team collaboration
• Provide superior customer service
• Analyze key metrics, daily & weekly reports, and performance indicators to identify areas of focus and/or necessary improvements.
• Lead all new hire and ongoing training for customer service

• Provide back up support to Customer Service Manager as needed

• HS/GED- Associate's degree or higher preferred

• 5 years’ experience in customer service-related position with previous experience coaching and developing others
• Working knowledge of SAP is preferred
• Advanced knowledge of Microsoft Office products including Excel, Outlook, and Word.
• Demonstrated experience in providing exceptional customer support in a fast-paced environment.
• Excellent written and verbal communication skills
• Brings together necessary tools, information, and resources for the team to get the job done and facilitate group effort
• Understands and utilize problem solving techniques
• Strong interpersonal skills, positive attitude, excellent organization and prioritization skills and high attention to detail
• Self-starter and able to work with minimal supervision
• Flexible working shift
• Project mgmt. skills and experience
• Strong leadership skills and excellence people skills
• Strong written and verbal communication
• Strong team building capabilities
• Good judgement in decision making

*What We Offer: *

Compensation: This role is eligible for our annual merit-increase program, and we are targeting a salary range of $66,703 - $100,055.00 based on your level of skills, qualifications and experience. You will also be eligible for our Annual Incentive Program, which offers a cash bonus targeting 5% of base pay. Potential plan funding may range from zero to two times that target.

Benefits: When you join our team, you and your dependents will be offered coverage under our comprehensive employee benefits plan, which includes medical, dental, vision, short and long-term disability, and life insurance. We offer a pre-tax Health Savings Account option which includes a company contribution. Other benefit options are also available such as voluntary Long-Term Care and Employee Assistance Programs. We also support personal volunteerism, sponsor a host of diversity networks, promote mentoring, and provide training and development opportunities to help you chart your path to a fulfilling career.

Retirement: Employees are able to enroll in our company’s 401k plan, which includes a paid company match in addition to our annual contribution equal to 5% of your base salary.

Paid Time Off or Vacation: We provide eligible employees who are scheduled to work 25 hours or more per week with 3-weeks of paid vacation to use during your first year of employment. In addition, after being employed for six months, eligible employees begin to accrue vacation for future use. We also recognize eleven paid holidays per year, providing a total of 88 holiday hours

About Weyerhaeuser: We sustainably manage forests and manufacture products that make the world a better place. We’re serious about safety, driven to achieve excellence, and proud of what we do. With multiple business lines in locations across North America, we offer a range of exciting career opportunities for smart, talented people who are passionate about making a difference. *We know you have a choice in your career. We want you to choose us. *

/Weyerhaeuser is an equal opportunity employer. Inclusion is one of our five core values and we strive to maintain a culture where all our people feel a sense of belonging, opportunity and shared purpose. We are committed to recruiting a diverse workforce and supporting an equitable and inclusive environment that inspires people of all backgrounds to join, stay and thrive with our team./

Job: *Customer Service, Design, Sales & Marketing

Title: Customer Service Team Lead

Location: WA-Seattle

Requisition ID: 01021418