Customer Service & Sales Ops Lead

Vesuvius North America; Illinois; On-site; USD 70,000 - 90,000; Full time

Job summary

Vesuvius North America in Illinois seeks a Customer Service Sales Supervisor to lead daily Order Management and related customer service operations. You will monitor KPIs, coach team members, and collaborate with Account Managers, Finance, Logistics, and M&T to ensure on-time delivery and accurate billing.

The role emphasizes process improvement, compliance with ISO and SOX, employee development, and long-term efficiency initiatives, reporting to the Director and driving cross-functional

Qualifications

• Minimum 4 years in a supervisory role within Order Management, Supply Chain, or Customer Service.
• Bachelor's degree preferred but not required.
• Strong understanding of end-to-end Order Management including customer due diligence, records, pricing, and commercial docs.
• Experience creating, analyzing, and interpreting reports.
• Experience leading projects or cross-functional initiatives.
• Strong leadership and team development capabilities.
• Excellent written and verbal communication in English.
• Experience with ERP systems.
• Proficiency in Microsoft Office (Excel, Word, Outlook, Teams, PowerPoint).

Responsibilities

• Lead Customer Service Sales processes and procedures.
• Ensure ISO and SOX audit compliance.
• Monitor KPIs and conduct monthly performance reviews.
• Develop and implement corrective actions with Director guidance.
• Collaborate with Account Managers for on-time delivery and high-quality customer solutions.
• Coordinate with Finance, Logistics, M&T, and Operations to meet customer requirements.
• Coordinate customized orders and shipping requests.
• Work with external suppliers to ensure material availability.
• Coach and regularly evaluate team performance.
• Escalate customer complaints and service issues.
• Manage employee evaluations including performance management and career development planning.
• Identify and drive process-improvement initiatives.
• Support the Director in planning long-term efficiency projects.

Skills

Leadership

Team leadership

Communication

Analytical thinking

Problem solving

ERP systems

Microsoft Office

Education

Bachelor's degree

Tools

ERP systems

Microsoft Office

Job description

Vesuvius North America in Illinois seeks a Customer Service Sales Supervisor to lead daily Order Management and related customer service operations. You will monitor KPIs, coach team members, and collaborate with Account Managers, Finance, Logistics, and M&T to ensure on-time delivery and accurate billing.

The role emphasizes process improvement, compliance with ISO and SOX, employee development, and long-term efficiency initiatives, reporting to the Director and driving cross-functional