Customer Service Operations Lead

Talentify; Lisle (IL); On-site; USD 55,000 - 75,000; Full time

Job summary

International Motors USA in Lisle, IL seeks a Customer Service Supervisor to lead order scheduling and balance customer expectations with manufacturing and quality processes.

The role emphasizes strategic leadership of pre- and post-sales service, CRM-driven retention, and cross-functional collaboration with manufacturing, sales, and accounting.

You will guide process development, resolve inquiries, and ensure timely returns and repairs while building a high-performance customer service team.

Qualifications

• Bachelor’s degree and at least 2 years of customer service experience.
• OR Master’s degree and at least 1 year of customer service experience.
• OR at least 5 years of customer service experience.

Responsibilities

• Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers
• Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy
• Analyses operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients
• Develops customer service department procedures
• Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries
• Reviews warranty claims. Develops and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved
• Selects, develops, and evaluates personnel to ensure the efficient operation of the function
• Coordinate/Manage Outbound Transportation Deliveries/Breakdowns-Repairs
• Review/Manage failing orders to completion

Skills

Leadership

Customer service

CRM

Scheduling

Communication

Problem solving

Cross-functional collaboration

Education

Bachelor's degree

Master's degree

Tools

CRM software

Job description

International Motors USA in Lisle, IL seeks a Customer Service Supervisor to lead order scheduling and balance customer expectations with manufacturing and quality processes.

The role emphasizes strategic leadership of pre- and post-sales service, CRM-driven retention, and cross-functional collaboration with manufacturing, sales, and accounting.

You will guide process development, resolve inquiries, and ensure timely returns and repairs while building a high-performance customer service team.