Customer Service Supervisor - Manufacturing Ops Leader

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

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) with company match

Job summary

ITW Deltar Fasteners in Frankfort, IL seeks a Customer Service Supervisor to lead the CS team and ensure on-time delivery and strong customer relations. You will coordinate with ERP/EDI, support cross-functional teams, and implement process improvements in a manufacturing setting.

Candidates should have 2-year admin/manufacturing degree, 3–5 years in customer service, and proficiency in MS Office. The role offers competitive compensation ($80,000-$90,000) and a comprehensive benefits package.

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.

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

Administrative degree

Customer service

Manufacturing background

Excel

MS Office

Communication skills

Detail oriented

Time management

Education

Admin/Manufacturing degree

Tools

Microsoft Excel

Microsoft Word

Outlook

Office Suite

Job description

ITW Deltar Fasteners in Frankfort, IL seeks a Customer Service Supervisor to lead the CS team and ensure on-time delivery and strong customer relations. You will coordinate with ERP/EDI, support cross-functional teams, and implement process improvements in a manufacturing setting.

Candidates should have 2-year admin/manufacturing degree, 3–5 years in customer service, and proficiency in MS Office. The role offers competitive compensation ($80,000-$90,000) and a comprehensive benefits package.