Customer Service Supervisor

Position Overview

We are currently seeking a Customer Service Supervisor to join our team in Lisle, IL.

The purpose of this position is to lead Order Scheduling activities while balancing Customer expectations with Manufacturing/Quality processes.

Responsibilities

• Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers
• Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy
• Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients
• Develops customer service department procedures
• Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries
• Reviews warranty claims. Develops and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved
• Selects, develops, and evaluates personnel to ensure the efficient operation of the function
• Coordinate/Manage Outbound Transportation Deliveries/Breakdowns-Repairs
• Review/Manage failing orders to completion

Minimum Requirements

• Bachelor's degree and at least 2 years of customer service experience

OR

• Master's degree and at least 1 year of customer service experience

OR

• At least 5 years of customer service experience

Additional Requirements

• Qualified candidates, excluding current employees, must be legally authorized on an unrestricted basis (US Citizen, Legal Permanent Resident, Refugee or Asylee) to be employed in the United States. We do not anticipate providing employment related work sponsorship for this position (e.g., H-1B status)

Desired Skills

• Positive Attitude, Ethics and International Values which support our company’s values, and a healthy, high performance culture
• Strong Customer Focus, Customer Service experience highly desired.
• Demonstrated capabilities in problem-solving and process management
• Effective communication across all organizational levels
• Experience managing production scheduling 
• Experience coordinating and managing multiple production areas activities