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Senior Customer Service Lead

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Robert Half

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Location:
United States , Hoffman Estates

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

70000.00 - 85000.00 USD / Year
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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.

Job Responsibility:

  • 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

Requirements:

  • 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
What we offer:
  • medical, dental and vision insurance
  • voluntary life insurance
  • 401k with up to 5% match
  • 15 days PTO
  • 4 personal days
  • 9 holidays
  • 10% bonus (based on company performance)

Additional Information:

Job Posted:
May 03, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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