Senior CS Lead

Job Description

Job Description

Description:

Job Description

Job Title: Senior CS Lead Department: Sales Operations

Reports to: Director of Sales, Operations & Integrations Location: Rolling Meadows IL

About Gravis:

Gravis is one of North America’s largest providers of bulk transportation packaging solution. A platform investment of New Water Capital a middle market private equity firm, the business has been built through the acquisition of five leading players within the bulk transportation packaging category and is a North American leader in consultative and custom packaging solutions for blue chip industrial players in food & beverage, chemicals, and materials. Gravis is differentiated in its approach by behaving like a partner, not a broker, and the addition of experts in different product categories creates significant opportunity to cross-sell to a large set of blue-chip customers, benefit from additional scale in sourcing, and bring a professional approach to the space.

Position Overview

We’re hiring a hands-on, results-driven Senior Customer Service Lead to elevate the customer experience and accelerate order-to-cash performance. You will coach a frontline CSR team, partner closely with Sales by managing a portfolio of customer accounts, and drive process improvements that deliver accurate, rapid responses on order confirmations, delivery dates, and inventory positions. You will also proactively understand customer order patterns, reach out ahead of demand to secure continuity, and provide input to demand & supply-chain planning through our Monthly Sales & Inventory meetings.

Key Responsibilities

• Coordinate customer order processing, delivery schedules, sales orders & acknowledgments. Ensure clean handoffs to Fulfillment and Accounting.
• Set and manage response-time SLAs for customer inquiries; coach CSRs to consistently meet accuracy and speed targets.
• Analyze order patterns and inventory signals; build proactive outreach cadences to secure orders ahead of time and prevent service gaps.
• Support sales counterpart to determine forecasts; provide clear input for Monthly Sales & Inventory meetings with Sales.
• Reduce cycle time across quotes/pricing, inventory list availability, and arrival-time accuracy; document standard work and update SOPs.
• Lead, mentor, and develop CSRs; run regular 1:1s, calibrate performance, and build cross-training depth.

Qualifications

• 5–7+ years in B2B Customer Service/Order Management; 2+ years leading a frontline team.
• Proven experience across order-to-cash workflows (quotes, sales orders, fulfillment/invoicing) and partnering with Sales.
• ERP proficiency (e.g., NetSuite) for opportunities, quotes, and sales orders; ability to coach CSRs on system navigation and controls.
• Strong analytical, communication, and stakeholder-management skills; diligent documentation and calm under pressure.
• Experience participating in Monthly Sales & Inventory meetings (or similar demand/supply reviews) and turning customer insights into actionable volume signals.
• Education: Bachelor's degree in business administration, Supply Chain Management, Operations Management, or Communications (or equivalent experience).

Physical Requirements

• Ability to sit for extended periods while performing computer-based tasks.