Customer Service Supervisor

International; Lisle (IL); On-site; USD 60,000 - 90,000; Full time

Job summary

International in Lisle, IL is seeking a Customer Service Supervisor to lead order scheduling and balance customer expectations with manufacturing and quality processes. The role focuses on directing pre- and post-sales support, resolving issues, and improving service delivery across departments.

Qualified candidates have a Bachelor's with 2+ years' customer service experience (or a Master's with 1 year, or 5+ years of experience).

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 service leadership

Production scheduling

Cross-functional collaboration

CRM proficiency

Education

Bachelor's degree

Master's degree

Tools

CRM systems

Job description

Position Overview

We are currently seeking a Customer Service Supervisor to join our team in Lisle, IL. The purpose of this position is to lead Order Scheduling activities while balancing Customer expectations with Manufacturing/Quality processes.

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

Minimum Requirements

• 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

Additional Requirements

• Qualified candidates, excluding current employees, must be legally authorized on an unrestricted basis (US Citizen, Legal Permanent Resident, Refugee or Asylee) to be employed in the United States. We do not anticipate providing employment related work sponsorship for this position (e.g., H-1B status)

Desired Skills

• Positive Attitude, Ethics and International Values which support our company’s values, and a healthy, high performance culture
• Strong Customer Focus, Customer Service experience highly desired.
• Demonstrated capabilities in problem-solving and process management
• Effective communication across all organizational levels
• Experience managing production scheduling
• Experience coordinating and managing multiple production areas activities

Benefits And Compensation

This position offers competitive market-based compensation, along with a comprehensive benefits package designed to support employee wellbeing. You can learn more about the benefits offered for this position by visiting https://careers.international.com/#benefits. The expected salary offered for this position will fall within the stated range, with the final offer based on the candidates' applicable skills, knowledge, and experience.

Company Overview

With its brands Scania, MAN, International, and Volkswagen Truck & Bus, TRATON SE is the parent and holding company of the TRATON GROUP and one of the world’s leading commercial vehicle manufacturers. The Group’s product portfolio comprises trucks, buses, and light-duty commercial vehicles. “Transforming Transportation Together. For a sustainable world.”: this intention underlines the Company’s ambition to have a lasting and sustainable impact on the commercial vehicle business and on the Group’s commercial growth.

About International

From a one-man company built on the world-changing invention of the McCormick reaper in 1831, to the 15,000-person-strong company we are today, few companies can lay claim to a history like International. Based in Lisle, Illinois, International Motors, LLC* creates solutions that deliver greater uptime and productivity to our customers throughout the full operation of our commercial vehicles. We build International® trucks and engines and IC Bus® school and commercial buses that are as tough and as smart as the people who drive them. We also develop Fleetrite® aftermarket parts. In everything we do, our vision is to accelerate the impact of sustainable mobility to create the cleaner, safer world we all deserve. As of 2021, we joined Scania, MAN and Volkswagen Truck & Bus in TRATON GROUP, a global champion of the truck and transport services industry. To learn more, visit International.com.

• International Motors, LLC is d/b/a International Motors USA in Illinois, Missouri, New Jersey, Ohio, Texas, and Utah.

EEO Statement

We are an Equal Opportunity Employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you are a qualified individual with a disability and require a reasonable accommodation to access the online application system or participate in the interview process due to your disability, please [e-mail] request assistance. Kindly specify Job Requisition Number / Job Title and Location in response. Otherwise, your request may not be considered.