Contract Direct Team Lead
Full Time
Charlotte, Nc


This professional is responsible for order to delivery activities within assigned Contract Direct Team – including any issues that impact on-time closing.  Assist team - owning and embracing high quality levels of service to all customers – external and internal.  This role will provide single point of contact expertise on all tasks within the assigned Pod; training, systems, tools, processes, standard operating procedure updates and documentation.


  • Maintain a positive, empathetic and professional attitude toward team members and customers
  • Demonstrate the ability to effectively train, lead, and provide peer coaching
  • Address customer issues/escalations in a timely, professional manner
  • Work directly with Contract Direct Management to ensure adequate staffing plans and resources for assigned team
  • Work within team assignment to ensure team is receiving required training and system access to provide best in class customer service
  • Develop and maintain relationships with customers, supporting service vendors, and sales team
  • Ensure that sales orders are accurately submitted into and released from the system
  • Responsible for documenting standard operating procedures and training team members.
  • Respond to customer/delivery vendor/sales team inquires in their entirety via written or verbal communication based on the preference of the customer/sales team member
  • Strong PC skills to learn a variety of customer scheduling tools to secure and monitor orders
  • Develop and maintain a strong knowledge base of Electrolux and Frigidaire appliance features and models
  • Desire to provide “best in class” customer service
  • Must be able to deliver measurable results through cross functional collaboration to achieve team goals
  • Provide assistance to team in resolving issues that interfere with home closings.
  • Ability to work assigned shift hours

Attention to detail and organization skills required to: 

  • Follow orders over a period of time, SPOC for addressing issues they arise within your assigned team
  • Ensure the order is delivered and installed on a schedule communicated by the builder 

Minimum Qualification


  • Bachelor’s degree strongly preferred
  • Two years in the building industry, logistics, sales or customer service preferred
  • Two years of customer service and/or telephone sales preferred
  • Experience as leader / mentor preferred


  • Strong ability to motivate a team
  • Excellent verbal and written communication skills required
  • Ability to work under pressure and to work independently as well as part of the team
  • Strong work ethic as demonstrated by taking ownership of assigned duties with great attitude
  • Demonstrated job stability
  • Proficient in the use of computerized business applications; Windows, Excel, Power Point, web based applications
  • Organized, detail oriented with great follow-up skills


  • English

Apply now

We encourage you to apply as soon as possible as candidates will be interviewed continuously. The position may be filled prior to the date described as 'Apply by'