Customer Service Supervisor

Reladyne; Des Plaines (IL); On-site; USD 55,000 - 70,000; Full time

Job summary

RelaDyne is seeking a motivated Customer Service Supervisor to lead a team in Des Plaines, Illinois. Responsibilities include supervising customer service operations, ensuring high-quality service, and closely collaborating with other departments.

The ideal candidate has over 5 years of experience in customer service, with a focus on business-to-business environments, and is skilled in leadership and problem-solving.

This role requires proficiency in Microsoft Office and experience with ERP systems like SAP, fostering a team-oriented environment that reflects RelaDyne's values.

Qualifications

• 5+ years of customer service experience in a business-to-business setting.
• 2+ years of supervisory experience managing customer service associates.
• Strong ability to analyze service metrics for process improvement.

Responsibilities

• Lead a team of 8-10 Customer Service Associates.
• Monitor phone and email communications to ensure service quality.
• Oversee and evaluate customer service operations.

Skills

Customer service experience

Supervisory experience

Communication skills

Problem-solving skills

Organizational skills

Tools

Microsoft Office

SAP

Job description

RelaDyne is the nation's leading automotive, industrial, and commercial lubricants provider and a trusted partner for reliability services. We're more than just a distributor - we're a team dedicated to innovation, service excellence, and growth.

We're looking for a motivated and organized Customer Service Supervisor who thrives in a fast-paced environment. This role plays a key part in supporting Sales and Customer Service through accurate order processing, strong communication, and dependable administrative support, all to help deliver an outstanding customer experience.

Responsibilities

Customer Service Operations

• Lead and supervise a team of 8-10 Customer Service Associates, providing direction, coaching, and support to ensure high performance and professional customer interactions.
• Lead associates, processes, and policies of RelaDyne in a manner of excellence in order to sustain customer loyalty and provide opportunities for corporate growth.
• Monitor and evaluate phone and email communications to ensure service quality and professionalism.
• Oversee daily customer service operations to ensure inquiries and requests are handled promptly and accurately.
• Address and resolve escalated customer concerns or service issues in a timely and professional manner.
• Obtain and evaluate relevant information to respond to product inquiries, service requests, and order-related questions.
• Ensure adherence to Customer Service SLA's (service level agreement) measures (ASA, ABN, etc).
• Review and analyze dashboards and reporting from the phones and Salesforce.

Customer & Order Management

• Oversee the setup of new customer accounts and ensure accurate maintenance of customer data.
• Ensure accurate processing of customer orders, forms, applications, and service requests.
• Organize team workflow to meet customer timeframes and service expectations.
• Maintain customer records and databases, ensuring data accuracy and integrity within company systems, including SAP.

Cross-Functional Collaboration

• Communicate and coordinate with internal departments including sales, logistics, operations, and accounting to resolve customer issues and support business operations.
• Provide feedback to leadership regarding opportunities to improve customer service processes and operational efficiency.
• Assist in preparing correspondence, reports, and presentations as needed.
• Coordinate mail, shipping, and customer documentation as required.
• Support special projects and departmental initiatives as assigned.

Leadership Responsibilities

• Provide leadership, coaching, and development for Customer Service Associates.
• Leverage customer feedback to suggest service improvements and trends.
• Establish clear expectations, service standards, and performance goals for the team.
• Conduct regular performance discussions and evaluations to support associate growth and accountability.
• Review and approve associate timecards in accordance with company payroll processes and deadlines.
• Monitor team productivity and workflow to ensure customer service objectives are achieved.
• Foster a positive and collaborative team environment that reflects RelaDyne's values and commitment to service excellence.

Knowledge, Skills & Abilities

• Minimum of 5+ years of customer service experience, preferably in a business-to-business, industrial, distribution, or logistics environment.
• At least 2+ years of supervisory or team leadership experience, preferably managing multiple customer service associates.
• Strong customer service and relationship management skills.
• Excellent phone etiquette and professional communication skills.
• Demonstrated leadership, planning, and team management abilities.
• Ability to analyze service metrics and operational data to identify trends and improvement opportunities.
• Strong problem-solving and analytical skills with the ability to manage multiple priorities.
• Ability to work effectively under pressure and resolve challenging customer situations.
• Strong interpersonal skills and ability to collaborate across departments.
• Proficiency with Microsoft Office applications including Word, Excel, and PowerPoint.
• Experience working with ERP systems such as SAP, including customer account management and order processing.
• Ability to learn additional business systems and software platforms as needed.
• Strong organizational skills, attention to detail, and ability to manage deadlines.
• Self-motivated with the ability to work independently as well as part of a team.

Equal Opportunity Employer/Disability/Veterans

RelaDyne and its affiliates is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ethnicity, sex, age, gender identity, sexual orientation or identity, genetic information, status as a protected veteran, status We are committed to accessibility. If you need assistance completing the application process or would like to request an alternative method of applying, please contact us.