Customer Service & Operations Supervisor

International Motors, LLC; Lisle (IL); On-site; USD 55,000 - 75,000; Full time

Job summary

International Motors, LLC in Lisle, IL is seeking a Customer Service Supervisor to lead Order Scheduling and balance customer expectations with manufacturing and quality processes.

You will oversee customer service delivery, CRM, warranty claims, RMA processes, and coordinate between customers and production, sales, field service and accounting.

The role requires a Bachelor's degree with 2+ years of customer service and offers a competitive benefits package.

Qualifications

• Bachelor's degree and at least 2 years of customer service experience.
• Master's degree and at least 1 year of customer service experience.
• 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.
• Analyzes 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

Scheduling

Communication

Education

Bachelor's degree

Master's degree

Job description

International Motors, LLC in Lisle, IL is seeking a Customer Service Supervisor to lead Order Scheduling and balance customer expectations with manufacturing and quality processes.

You will oversee customer service delivery, CRM, warranty claims, RMA processes, and coordinate between customers and production, sales, field service and accounting.

The role requires a Bachelor's degree with 2+ years of customer service and offers a competitive benefits package.