Customer Service & Scheduling Leader

International; Lisle (IL); On-site; USD 62,000 - 92,000; Full time

Job summary

International Motors USA seeks a Customer Service Supervisor in Lisle, IL to lead Order Scheduling, balance customer expectations with manufacturing and quality processes, and supervise the customer service team.

The role focuses on strategic leadership, CRM, and cross-functional collaboration across manufacturing, sales, field service, and accounting to resolve orders, deliveries, and billing inquiries.

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

Customer focus

Leadership

Communication

Problem solving

Production scheduling

Cross-functional coordination

Education

Bachelor's degree

Master's degree

Job description

International Motors USA seeks a Customer Service Supervisor in Lisle, IL to lead Order Scheduling, balance customer expectations with manufacturing and quality processes, and supervise the customer service team.

The role focuses on strategic leadership, CRM, and cross-functional collaboration across manufacturing, sales, field service, and accounting to resolve orders, deliveries, and billing inquiries.