Customer Service Representative

Customer Service Lead

The Customer Service Lead is responsible for overseeing daily customer service operations within a fast-paced manufacturing environment. This position leads the customer service team and manages the complete order process, from quotation and order entry through production, shipment, and post-delivery support. The Customer Service Lead works closely with customers and internal departments to ensure orders are accurate, delivery commitments are met, and customer concerns are resolved promptly. This is a great direct hire opportunity located near Mount Prospect, IL.

Responsibilities

• Lead the daily activities of the Customer Service department to ensure customers receive timely, accurate, and professional support.
• Train, coach, and support Customer Service Representatives while monitoring performance, workload, and departmental goals.
• Oversee the entire customer order process, including quotations, contract review, order entry, production coordination, shipment, invoicing, and post-delivery support.
• Serve as the main point of contact for escalated customer concerns, delivery issues, warranty claims, order changes, and service-related questions.
• Review customer purchase orders, contracts, pricing, shipping instructions, and supporting documentation for accuracy and completeness.
• Enter and maintain customer orders, pricing, shipping information, and account details within the ERP system.
• Monitor open orders, backlogs, delivery dates, customer priorities, and production schedules while providing customers with regular status updates.
• Coordinate with Sales, Engineering, Operations, Supply Chain, Purchasing, Production Planning, Shipping, Quality, Finance, and Product Management to meet customer requirements.
• Review engineering drawings, bills of material, product configurations, and engineering changes to confirm commercial and technical order requirements.
• Work with Engineering and Product Management to support new product launches, product changes, and production readiness.
• Evaluate material availability, production capacity, lead times, and scheduling limitations before communicating delivery commitments to customers.
• Participate in production planning and Sales, Inventory, and Operations Planning activities to represent customer needs and priorities.
• Coordinate responses to supply chain delays, product quality concerns, corrective actions, nonconforming materials, and delivery recovery plans.
• Partner with Finance to resolve billing concerns, invoice discrepancies, and accounts receivable issues.
• Review customer service performance, forecasts, customer scorecards, order backlog, on-time delivery results, and customer feedback to identify improvement opportunities.
• Lead process improvement projects focused on customer satisfaction, order accuracy, workflow efficiency, and effective ERP system use.
• Support customer audits, account reviews, operational meetings, and new customer onboarding activities.
• Develop, maintain, and enforce customer service procedures, standard operating procedures, and department best practices.
• Prepare and present customer service reports, performance measurements, and process improvement recommendations to leadership.
• Ensure order activities comply with customer agreements, export requirements, shipping terms, routing instructions, and applicable quality standards.
• Maintain accurate customer records, pricing information, agreements, and ERP master data.
• Complete additional assignments and special projects as requested by management.

Qualifications

• High school diploma or equivalent required.
• Associate's or bachelor's degree in Business, Supply Chain, Engineering, or a related field preferred.
• Minimum of five years of customer service, order management, account management, or related experience in a manufacturing environment.
• At least two years of leadership or supervisory experience preferred.
• Previous experience working with ERP systems, order processing software, and manufacturing business processes.
• Strong understanding of customer order fulfillment, production scheduling, inventory, and logistics.
• Proficiency with Microsoft Office, including Excel, Word, Outlook, and PowerPoint.
• Excellent verbal and written communication, organization, problem-solving, and conflict-resolution skills.
• Ability to manage multiple priorities, meet deadlines, and maintain accuracy in a fast-paced environment.
• Strong customer service mindset with the ability to take ownership of issues and make informed decisions.
• Ability to work independently while maintaining strong collaboration with customers and internal teams.

Job Details

• Direct hire
• Pay $60k-$70k, depending on experience

Benefit offerings include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits, and 401K plan. Our program provides employees the flexibility to choose the type of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by law; any other paid leave required by Federal, State, or local law; and Holiday pay upon meeting eligibility criteria.

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