Customer Service Supervisor - Manufacturing Operations

ITW Automotive; Frankfort (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) with company match

Job summary

ITW Deltar Fasteners in Frankfort, IL seeks a Customer Service Supervisor to lead the customer service team and ensure delivery performance, strong customer relations, and efficient administrative practices. You will spearhead training, onboarding, and cross-functional collaboration with manufacturing and shipping teams.

The role requires 3–5 years in manufacturing-related customer service, a 2-year administrative/manufacturing degree or equivalent, and proficiency with MS Office.

Qualifications

• 2 year Administrative/Manufacturing degree or equivalent education and/or experience.
• Minimum 3-5 years in customer service/sales, related to a manufacturing environment or related field.
• Requires a detail-oriented person with proven organizational and communication skills, both verbal and written.
• Experience, plus working knowledge of customer relations, computer operations, and coordinating of multiple tasks.
• Demonstrated experience resolving customer related issues.
• Proficient skills in Microsoft Excel, Word, Outlook and Office competent.
• Strong work ethic, reliable, able to work independently and in a team environment and self-motivated.
• Proven accuracy in work.

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 point of contact for escalated customer service calls, inquiries, and issues.
• Participate in interviewing, onboarding, training of new Customer Service team members.
• Facilitate cross-functional training with internal departments.
• Arrange and assign tasks for direct reports.
• Develop, maintain, and update work instructions procedures for responsible team members.
• Champion and support with customer meetings, audits and interdepartmental meetings.
• Monitor and manage EDI customer schedule changes and exceptions; ensuring alignment with Manufacturing and Shipping teams schedules.
• Support with Customer ERP system-related questions, issues, and procedure requests.
• Act as the subject matter expert (SME) for Customer Service team accounting process setups and inquiries, internal operating systems, and IT-related concerns.
• Drive continuous improvement initiatives to improve the Customer Service department.
• Represent safe work practices, while maintaining and promoting team Safety protocols.
• Oversee direct employees’ work schedules, back-up coverage, and vacation time approvals.
• Conduct employee annual and as needed performance evaluations.
• Provide back-up support for the Customer Service Team as needed.
• Perform additional duties and special projects as assigned.

Skills

Organizational skills

Communication skills

Teamwork

Detail-oriented

Education

Administrative/Manufacturing degree

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

Job description

ITW Deltar Fasteners in Frankfort, IL seeks a Customer Service Supervisor to lead the customer service team and ensure delivery performance, strong customer relations, and efficient administrative practices. You will spearhead training, onboarding, and cross-functional collaboration with manufacturing and shipping teams.

The role requires 3–5 years in manufacturing-related customer service, a 2-year administrative/manufacturing degree or equivalent, and proficiency with MS Office.