Senior Customer Service Lead

Our client is looking for an experienced Senior Customer Service Lead to join their team in Schaumburg, Illinois. This role is pivotal in enhancing customer satisfaction and streamlining order-to-cash processes while leading a dedicated team of customer service professionals. The ideal candidate will collaborate closely with sales and operations teams to ensure seamless order management, timely responses, and proactive customer engagement.

LEADERSHIP EXPERIENCE REQUIRED. PLEASE DO NOT APPLY IF YOU HAVE NEVER HELD A LEADERSHIP POSITION.

This position offers a salary of $70,000-$85,000 + bonus (10% based on company performance) + medical, dental and vision insurance, voluntary life insurance, 401k with up to 5% match, 15 days PTO, 4 personal days and 9 holidays.

Responsibilities:

• Oversee the coordination of customer orders, delivery schedules, and sales acknowledgments, ensuring smooth transitions to fulfillment and accounting.
• Establish and enforce response-time standards for customer inquiries, coaching team members to consistently achieve accuracy and efficiency goals.
• Analyze customer order trends and inventory signals to implement proactive outreach strategies that prevent service interruptions.
• Partner with the sales team to develop accurate forecasts and contribute actionable insights during Monthly Sales & Inventory meetings.
• Optimize cycle times for quotes, inventory availability, and delivery accuracy by documenting processes and updating standard operating procedures.
• Lead, mentor, and develop the customer service team through regular performance reviews, individualized coaching, and cross-training initiatives.
• Monitor customer feedback and identify opportunities for process improvements to enhance overall service quality.
• Collaborate with supply chain and logistics teams to ensure inventory alignment with customer demands.
• Manage and resolve escalated customer issues, ensuring a positive resolution and maintaining strong client relationships.

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