Customer Service Lead: Order Management & Team Leadership

Hm Cragg; Woodridge (IL); On-site; USD 55,000 - 75,000; Full time

Job summary

HM Cragg is seeking a Customer Service Supervisor to lead a CSR team and manage end-to-end order processing from receipt to invoice collection. The role interfaces with customers and sales, enters orders in ERP and vendor portals, and tracks order status, shipments, and collections.

The supervisor will reinforce policies, analyze data, and build strong customer relationships while collaborating with inside and outside sales teams to resolve issues and improve service outcomes.

Qualifications

• High school diploma or equivalent required.
• 2–4 years customer service experience.
• Previous experience managing a team required.
• Order Management experience preferred.
• ERP/CRM software experience advantageous.

Responsibilities

• Supervise day-to-day customer service operations and resolve escalated issues.
• Enter orders in ERP and vendor portals; track status and ship dates.
• Prepare and send invoices; manage collections communication.
• Assist sales teams and coordinate with service groups on orders.
• Monitor metrics and improve customer service processes.
• Ensure compliance with sales tax procedures.

Skills

Customer service

Communication

Problem solving

Planning & organizing

Attention to detail

Adaptability

Independence

Team leadership

Education

High school diploma or equivalent

Tools

ERP

CRM

Microsoft Office

Excel

Word/PowerPoint

Job description

HM Cragg is seeking a Customer Service Supervisor to lead a CSR team and manage end-to-end order processing from receipt to invoice collection. The role interfaces with customers and sales, enters orders in ERP and vendor portals, and tracks order status, shipments, and collections.

The supervisor will reinforce policies, analyze data, and build strong customer relationships while collaborating with inside and outside sales teams to resolve issues and improve service outcomes.