Customer Service Supervisor: Manufacturing & ERP SME

ITW; Chicago (IL); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

401(k) retirement plan with company 匹配

Job summary

ITW Deltar Fasteners, a division of ITW, is seeking a Customer Service Supervisor in the Chicago area. The role focuses on delivering exceptional service, overseeing daily operations, and leading a team to meet delivery and customer satisfaction goals.

The successful candidate will manage supervisory responsibilities for select customers, handle escalated inquiries, and contribute to interviewing, onboarding, and cross-functional training. Proficiency in MS Office and ERP systems is required.

Qualifications

• Two-year Administrative/Manufacturing degree or equivalent education/experience.
• 3–5 years in customer service/sales in a manufacturing environment.
• Detail-oriented with strong organizational and written/verbal communication skills.
• Experience with customer relations, computer operations, and coordinating multiple tasks.
• Proven ability to resolve customer issues.
• Proficient in MS Office suite (Excel, Word, Outlook).

Responsibilities

• Provide day-to-day leadership, guidance, and support to the Customer Service team.
• Manage a limited number of customers with supervisory responsibility.
• Serve as the primary contact for escalated customer service calls and inquiries.
• Participate in interviewing, onboarding, and training of new team members.
• Coordinate cross-functional training with internal departments.
• Assign tasks for direct reports and develop work instructions.
• Lead customer meetings, audits, and interdepartmental meetings.
• Monitor ERP-related questions and assist with system issues.

Skills

Detail-oriented

Organizational skills

Communication skills

Education

2 year Administrative/Manufacturing degree or equivalent

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

Job description

ITW Deltar Fasteners, a division of ITW, is seeking a Customer Service Supervisor in the Chicago area. The role focuses on delivering exceptional service, overseeing daily operations, and leading a team to meet delivery and customer satisfaction goals.

The successful candidate will manage supervisory responsibilities for select customers, handle escalated inquiries, and contribute to interviewing, onboarding, and cross-functional training. Proficiency in MS Office and ERP systems is required.