Customer Care & Lead Development Leader

Berlin Packaging; Lockport (IL); On-site; USD 66,000 - 82,000; Full time

Benefits offered by this job

Competitive PTO

401(k) with company match

Medical, Dental, and Vision insurance

HSA

Relocation assistance

Job summary

Berlin Packaging is seeking a Customer Care & Lead Development Supervisor in Lockport, IL to lead daily performance and continuous improvement of the Customer Care and Lead Development teams, ensuring timely lead qualification, handoff, and fulfillment issue resolution.

You will coach staff, schedule coverage, monitor KPIs, and collaborate with Sales, warehouse, and operations to optimize open orders and customer experience.

Qualifications

• High School diploma or GED required; BA/BS degree preferred or equivalent relevant experience.
• Minimum of 5 years of experience in fast-paced Customer Care, customer operations, lead development, or related environment.
• Minimum of 2 years of people leadership experience.
• Experience managing customer service, lead development, and operational KPIs.

Responsibilities

• Lead day-to-day performance and continuous improvement of the Customer Care and Lead Development functions.
• Own operational performance, service levels, and lead response times to meet or exceed goals.
• Coordinate open orders and customer-impacting fulfillment issues.
• Oversee lead development from follow-up through qualification and routing to Sales resources.
• Coach and develop team members with training and learning plans.
• Monitor calls, chats, and transcripts for quality and coaching.

Skills

Leadership

Customer care

KPIs

Communication

Cross-functional collaboration

Problem solving

Multitasking

Excel

Education

High School diploma or GED

BA/BS preferred

Tools

Excel

Job description

Berlin Packaging is seeking a Customer Care & Lead Development Supervisor in Lockport, IL to lead daily performance and continuous improvement of the Customer Care and Lead Development teams, ensuring timely lead qualification, handoff, and fulfillment issue resolution.

You will coach staff, schedule coverage, monitor KPIs, and collaborate with Sales, warehouse, and operations to optimize open orders and customer experience.