Bilingual Customer Service Team Lead

Colonial Group; Matteson (IL); On-site; USD 67,000 - 75,000; Full time

Job summary

Colonial Group in Matteson, IL seeks a Customer Service Supervisor to lead the CS team and align client expectations with operations. You will drive service excellence through proactive collaboration, reporting, and issue resolution.

You will manage KPIs, coach specialists, and collaborate with Operations and Quality teams to resolve issues in a fast-paced warehouse/office environment. On-site role with occasional travel.

Qualifications

• Bachelor’s degree in Business, Supply Chain, or related field or equivalent experience.
• Bilingual Korean/English.
• 2+ years supervisory experience in customer service or operations.
• Advanced proficiency in Excel, Word, PowerPoint, and Access.
• Strong data analysis and performance management skills.
• Ability to travel as needed.

Responsibilities

• Lead the customer service team to align client expectations with operations.
• Develop, deliver, and interpret KPI reports and analyze performance data.
• Recruit, train, and coach Customer Service Specialists.
• Manage staffing plans and resource allocation for coverage.
• Collaborate with Operations, Inventory, and Quality teams to resolve issues.
• Oversee exception management and drive service improvements.

Skills

Bilingual Korean/English

Supervisory experience

Data analysis

Communication skills

Travel ability

Education

Bachelor’s Degree in Business, Supply Chain, or related field

Tools

Microsoft Office Suite

Job description

Colonial Group in Matteson, IL seeks a Customer Service Supervisor to lead the CS team and align client expectations with operations. You will drive service excellence through proactive collaboration, reporting, and issue resolution.

You will manage KPIs, coach specialists, and collaborate with Operations and Quality teams to resolve issues in a fast-paced warehouse/office environment. On-site role with occasional travel.