Senior Customer Service Lead

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.