Client Relations Lead - Customer Experience & Ops

Alma Lasers; Buffalo Grove (IL); On-site; USD 70,000 - 80,000; Full time

Job summary

Alma Lasers, a Sisram Medical company, seeks a Client Relations Supervisor for its Buffalo Grove, IL office. The role oversees day-to-day Client Relations operations, coaches a team, and escalates complex customer issues to ensure exceptional service.

The ideal candidate drives KPI-based improvements and cross-functional collaboration. The position is onsite, full-time, with responsibilities including onboarding, training, and stakeholder coordination across Quality, Regulatory, Service, and

Qualifications

• Bachelor’s degree or equivalent combination of education and relevant experience.
• 3+ years of customer service, client relations, or related experience.
• 1+ years of experience supervising or leading a customer service, client relations, or similar team.
• Experience managing customer escalations and resolving complex customer issues.
• Experience monitoring KPIs, service levels, or other operational performance metrics.
• Proficient knowledge of customer service practices, processes, and standard office procedures.

Responsibilities

• Serve as the primary escalation point for Client Relations team members, providing guidance and timely resolution of complex issues.
• Lead daily operations of the Client Relations team, ensuring service levels and objectives are met.
• Monitor and drive resolution of tickets, RMAs, service orders, and customer cases.
• Coach and manage team performance through KPI tracking and reviews.
• Manage escalations and protect company interests while maintaining customer satisfaction.
• Onboard and train new and existing team members to strengthen product knowledge and skills.

Skills

Leadership

Coaching

Communication

Time management

Problem-solving

Customer service mindset

Education

Bachelor’s degree or equivalent combination of education and relevant experience

Tools

Microsoft Office

Excel

PowerPoint

Outlook

Word

Job description

Alma Lasers, a Sisram Medical company, seeks a Client Relations Supervisor for its Buffalo Grove, IL office. The role oversees day-to-day Client Relations operations, coaches a team, and escalates complex customer issues to ensure exceptional service.

The ideal candidate drives KPI-based improvements and cross-functional collaboration. The position is onsite, full-time, with responsibilities including onboarding, training, and stakeholder coordination across Quality, Regulatory, Service, and