CDW Internal Customer Relations, Team Leader in Vernon Hills, Illinois

Job Description

The ICAN team leader acts as an escalation contact for the ICAN team. In this role, the team leader helps ICAN specialists with any situations or issues that are beyond their scope of experience or knowledge in addition to their specialty areas. This includes manager calls and escalated issues.

Key Areas of Responsibility

  • Assists ICAN specialists with questions they have from account managers and help explain how to find the answers.

  • Researches issues and ultimately makes decisions and/or recommendations in the areas of purchasing, drop ship, will call, repairs, distribution center, configuration center, new-item, and other escalated requests.

  • Handles escalated calls, emails, and incidents from internal customers.

  • Works with other team leaders to ensure coverage is adequate during operational hours.

  • Evaluation of current processes for improvement and work on recommendations with management.

  • Coaches ICAN team members to help them attain their goals.


  • Works with management to assist in ongoing training and training new hires.

  • Lead cross departmental round table meetings and communicates feedback with management and team members.

  • Helps in executing development strategies to increase productivity and provide greater levels of service.

  • Works periodically on department related projects as requested by management.

  • Assist team with workload in high volume areas.

  • Shift rotates - 8 am - 7 pm


Minimum Qualifications

  • High School Diploma or equivalent.

  • 2 years of customer service experience

  • Basic computer skills (e.g. use of mouse, keyboard, email).

Other Required Qualifications

  • Detail oriented with strong organizational skills.

  • Creates an approachable, friendly environment with coworkers.

  • Creative problem solving, conflict resolution and research skills to resolve issues.

  • Ability to handle multiple duties throughout the day.

  • Ability to work in a fast paced environment. This department requires timely resolutions, as customer issues must be resolved quickly and efficiently.

  • Excellent typing and data entry skills.

  • Must be able to work independently and in a team-oriented environment.

  • Flexibility to work different shifts as needed (7-4, 8-5, 9-6, or 10-7).

  • Ability to communicate effectively in a constructive manner with management, peers and coworkers.

Preferred Qualifications

  • Bachelor's Degree

  • Extensive knowledge of ICAN department

CDW is an equal opportunity employer. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, veteran status, or other characteristics protected by law.

Internal Customer Relations, Team Leader IL-Vernon Hills 17000792