Customer Service Supervisor

Strategic Talent Partners; Woodridge (IL); On-site; USD 65,000 - 85,000; Full time

Job summary

Strategic Talent Partners is seeking a Customer Service Supervisor to lead the CSR team and act as the primary liaison between customers and HM Cragg. The role covers end-to-end order management from receipt to invoice collection, including entering orders, tracking status, providing shipping updates, and vendor follow-up.

You will manage day-to-day CSR activities, guide staff, analyze service metrics, and support the sales team on customer issues and warranty inquiries while driving process

Qualifications

• Must have 2–4 years in customer service, with previous team management experience.
• Experience with order management processes and ERP/CRM systems.
• Proficiency in Microsoft Office and data entry accuracy.
• Strong written and verbal communication and problem-solving abilities.
• Knowledge of B2B industrial products is a plus.

Responsibilities

• Lead and supervise the CSR team for daily operations.
• Enter new orders in ERP systems and track order status.
• Respond to customer inquiries and escalate issues as needed.
• Oversee invoicing, collections, and revenue reporting.
• Collaborate with sales on warranty and service-related inquiries.
• Ensure compliance with tax procedures and process improvements.

Skills

Customer service

Team leadership

Order management

Communication skills

Problem solving

Independent work

Relationship building

Education

High school diploma or equivalent

Tools

Microsoft Office

ERP software

CRM software

Job description

The Customer Service Supervisor will be a key point of contact for customers and will act as an interface between the customers and HM Cragg. The CSR will provide customer support and perform end to end order management duties from time of purchase order receipt to invoice collection, including entering orders in vendor portals, handling order status inquiries, providing shipping information, and vendor follow-up. The Customer Service Supervisor will also be responsible for managing a team of customer service representatives (CSR's).

Reporting Relationship: The Customer Service Supervisor reports to the Accounting Manager

Responsibilities/Accountabilities:

• Adhere to and reinforce customer service policies and procedures
• Perform daily operations including: Enter new orders in ERP business system
• Respond to customer inquiries on order status
• Capture and forward customer inquiries on warranty issues to salespeople
• Update customers of ship date changes
• Generate and send invoices to customers
• Communicate with customers on collections
• Track and report relevant data to determine customer service outputs and other business results
• Strengthen customer relationships through excellent customer service skills
• Assist outside and inside sales team as needed
• Handle customer complaints; escalate as appropriate
• Plan and prioritize collection tasks
• Ensure compliance with sales tax procedures
• Collaborate with the CSRs by assisting with order entry, invoicing and other miscellaneous tasks as needed
• Coordinate/communicate with service group on orders that contain both product and service
• Supervise and manage the Customer Service (CSR) team for all day-to-day operations, issue/conflict resolution and process improvement.
• Perform other duties and projects as assigned

Skills/Knowledge:

• Exceptional listener and communicator who effectively conveys information verbally and in writing
• Excellent problem-solving skills
• Excellent planning and organizational skills
• High attention to detail
• Patience, confidence, and tact while dealing with complex issues
• Ability to quickly adapt to changes in priority
• Ability to work independently
• Resourceful team player who excels at building trusting relationships with customers and colleagues
• Ability to manage the Customer Service Representatives

Personal Attributes:

• Demonstrates honesty and integrity in work and relationships
• Demonstrates servant leadership principles with internal/external customers and suppliers
• Demonstrates innovation/creativity in work
• Possesses strong work ethic and takes ownership of both company and client goals/objectives
• Focused on understanding, meeting and exceeding customer expectations
• Focused on collaboration and team work for the mutual success of the company and its employees
• Minimal travel may be required between our offices

Posting Qualifications:

• High school diploma or equivalent
• 2-4 years customer service experience
• Previous experience managing a team required
• Order Management experience highly preferred
• Knowledge of customer service principles and practices
• Some industrial business to business product knowledge is preferred
• Proficient in using Microsoft Suite of products including Excel, Word and PowerPoint
• Proven written and oral presentation skills
• ERP and/or CRM software experience
• Willingness to be trained on and then occasionally use material handling equipment desired, but not required