Senior Customer Service Lead

Job Description

Job Description

Our client is looking for a motivated and detail-oriented Senior Customer Service Lead to oversee a team of customer service representatives and enhance overall client satisfaction. Based in Hoffman Estates, Illinois, this role is pivotal in managing customer accounts, improving operational workflows, and ensuring seamless order-to-cash processes. The ideal candidate will thrive in a collaborative environment, driving efficiency while mentoring team members to deliver exceptional service.

Responsibilities:

• Supervise and coordinate customer order processing, delivery schedules, and sales orders while ensuring smooth transitions to fulfillment and accounting teams.

• Establish and enforce response-time service level agreements (SLAs) for customer inquiries, coaching team members to meet accuracy and speed benchmarks.

• Analyze customer order patterns and inventory signals to proactively secure orders and avoid service disruptions.

• Collaborate with sales teams to forecast demand and provide actionable input during Monthly Sales & Inventory planning meetings.

• Streamline workflows for quotes, pricing, inventory availability, and delivery timelines, ensuring documentation of standard procedures for consistency.

• Mentor customer service representatives through regular one-on-one meetings, performance evaluations, and cross-training initiatives to build team expertise.

• Drive process improvements that enhance inventory management and order accuracy, contributing to overall operational efficiency.

• Partner with stakeholders to ensure customer insights are effectively translated into supply chain strategies and actionable volume signals.

• Maintain and update department standard operating procedures (SOPs) to reflect best practices and efficiency goals.

• Perform additional tasks and projects as assigned to support the department's objectives.

Hybrid schedule (Mon–Thurs onsite, Fridays remote)

Compensation: $70k–$85k + 10% bonus (based on company performance)

Benefits: medical, dental and vision insurance, voluntary life insurance, 401k with up to 5% match, 15 days PTO, 4 personal days and 9 holidays.

• At least 5–7 years of experience in B2B customer service or order management, including 2+ years in a supervisory role.
• Demonstrated expertise in managing order-to-cash workflows, including quotes, sales orders, fulfillment, and invoicing processes.
• Proficiency in NetSuite or similar CRM systems, with the ability to train and guide team members on system usage.
• Strong analytical skills paired with excellent communication and stakeholder management abilities.
• Proven track record of participating in demand and supply chain planning meetings, turning customer data into actionable insights.
• Bachelor's degree in Business Administration, Supply Chain Management, Operations Management, Communications, or equivalent detail-oriented experience.
• Calm and composed under pressure, with a meticulous approach to documentation and process adherence.
• Experience mentoring and developing team members to create a high-performing, collaborative work environment.