Customer Service Supervisor, Interiors

Fellowes Brands; Itasca (IL); Hybrid; USD 70,000 - 80,000; Full time

Job summary

Fellowes Brands in Itasca, IL is seeking a Customer Service Supervisor, Interiors to lead a high-volume CX team and strengthen the customer and employee experience. You will coach, monitor performance, and drive improvements while coordinating with Sales, Operations, Product Support, and Supply Chain.

You will oversee staffing, onboarding, and training, and travel locally as needed to support showrooms and client visits. This hands-on role emphasizes collaboration and continuous development.

Qualifications

• Minimum of three years in customer experience or related customer-facing operations.
• Experience leading, coaching, mentoring, or influencing others and developing talent.
• Strong critical-thinking to assess risks and solve problems.
• Experience monitoring performance metrics and using data to drive decisions.
• Excellent communication and interpersonal skills across all levels.
• Experience using CRM and ERP systems to manage workflows and team performance.
• Willingness to travel locally occasionally (e.g., to our Chicago showroom).

Responsibilities

• Lead and support daily operations of a high-volume CX team across regions.
• Coach, mentor, and develop Customer Experience Specialists through regular feedback and career plans.
• Monitor team performance, workload, service levels, response times, and customer satisfaction.
• Identify operational risks and implement solutions to improve CX.
• Serve as the first point of escalation for complex customer, dealer, rep group, sales and operational concerns.
• Collaborate with Sales, Operations, Product Support, Supply Chain, and cross-functional teams.

Skills

Customer experience leadership

Coaching & mentoring

Data-driven decisions

Communication skills

CRM and ERP

Team collaboration

Tools

CRM software

ERP software

Job description

Description

Our most important asset is our people. Who we are, what we do, how we do it and why we are passionate are all centerpieces of why we succeed.

Role Summary

The Customer Service Supervisor, Interiors plays a pivotal role in shaping both the customer experience and the employee experience. Leading a team of Customer Experience Specialists and Senior Customer Experience Specialists, you'll create an environment where people can do their best work while delivering responsive, proactive, and relationship-focused service to customers.

Reporting to the Customer Experience Manager, Interiors, you'll balance people leadership, operational execution, and continuous improvement to ensure exceptional service delivery across multiple regions. You'll monitor performance, coach and develop talent, anticipate challenges, and remove barriers that impact both team effectiveness and customer satisfaction.

This role is ideal for a collaborative leader who enjoys developing people, solving problems, and creating structure within a fast-paced environment where priorities shift and customer needs evolve throughout the day.

Work Environment

We currently operate in-office Monday through Thursday and remotely on Fridays (note that some in-office Fridays will be required during training). Because collaboration and team support are critical to success in this role, in-office partnership and relationship building are highly valued.

In This Role, You Will…

• Lead and support the daily operations of a high-volume Customer Experience team, ensuring exceptional service and responsiveness across assigned regions.
• Coach, mentor, and develop Customer Experience Specialists and Senior Customer Experience Specialists through regular feedback, performance discussions, and career development planning.
• Monitor team performance, workload distribution, service levels, response times, case aging, and customer satisfaction metrics to ensure goals are achieved.
• Proactively identify operational risks, service gaps, and emerging trends, implementing solutions before issues impact the customer experience.
• Serve as the first point of escalation for complex customer, dealer, rep group, sales, and operational concerns.
• Partner with team members to navigate challenging situations, balancing customer needs with business objectives.
• Foster a collaborative team culture built on accountability, communication, continuous learning, and shared success.
• Coordinate staffing, coverage, onboarding, and training activities to support business needs and maintain service excellence.
• Analyze team and customer performance data to identify opportunities for process improvements and operational efficiencies.
• Partner with Sales, Operations, Product Support, Supply Chain, and other cross-functional teams to deliver seamless customer experiences.
• Support recruiting, onboarding, and talent development initiatives that strengthen team capability and succession planning.
• Lead by example through a hands-on, customer-focused approach and a willingness to step in wherever support is needed.

What You Bring to the Team

• A minimum of three (3) years of experience in customer experience, customer service, order management, sales operations, or a related customer-facing operational environment.
• Prior experience leading, coaching, mentoring, or influencing others, with a passion for developing talent and building high-performing teams.
• Strong critical-thinking skills with the ability to assess situations, identify risks, and proactively solve problems.
• Demonstrated success managing multiple priorities in a fast-paced, high-volume environment.
• Exceptional communication and interpersonal skills, with the ability to build credibility and influence across all levels of the organization.
• Experience monitoring performance metrics and using data to drive decisions, improve processes, and enhance team effectiveness.
• Strong organizational skills with the ability to balance operational execution and people leadership responsibilities.
• Ability to provide clear, constructive feedback while fostering accountability, engagement, and continuous development.
• Experience using CRM and ERP systems to manage workflows, customer interactions, and team performance.
• A collaborative, team-oriented leadership style that promotes partnership, communication, and positive team culture.
• Willingness to learn the business, products, and customer needs in order to effectively lead and support the team.
• Flexibility to travel locally occasionally as business needs require (e.g., to our Chicago showroom for client visits).

You May Also Have…

• Experience within contract furnishings, manufacturing, distribution, or other business-to-business environments (preferred but not required).
• Experience supporting complex customer environments, project-based work, configurable products, or business-to-business operations (preferred but not required).

The hiring range for this position in Itasca, IL is $70,000 to $80,000 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills and experience, among other factors. An annual incentive may be provided as part of the compensation package, in addition to a full range of medical, financial and/or other benefits, dependent on the level and position offered. An overview of our benefits offering is available here: Fellowes Benefits Overview.

Fellowes Brands - A Family Business Since 1917

For over a century, Fellowes has been committed to positively impacting people through our culture, relationships and solutions. We have evolved toward relevance with each decade and generation, responding to a constantly changing world. Today, we are on an ambitious journey to grow our influence and impact in enhancing and maximizing work experiences worldwide. We are a "Brand on the Move" and remain committed to finding new ways to help people work better and feel better.

Visit our Careers Site: www.fellowesbrands.com/us/en/careers/Pages/overview.aspx

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Fellowes, Inc. does not accept unsolicited resumes from any agencies that have not signed a mutual service agreement. All unsolicited resumes will be considered Fellowes' property, and Fellowes will not be obligated to pay a referral fee. This includes resumes submitted directly to hiring managers without contacting the Talent Acquisition Department.