Customer Service Team Lead – Operations & Growth

Sensient Technologies Corporation; East St. Louis (IL); On-site; USD 80,000 - 110,000; Full time

Job summary

Sensient Technologies Corporation is seeking a Supervisor - Customer Service to guide a team delivering exceptional service, supporting daily operations, and collaborating with sales, manufacturing, and other functions. The role blends leadership with hands-on customer support to improve processes and service quality.

The incumbent will oversee order management, manage performance metrics, and drive continuous improvements across time zones, with a focus on accuracy, responsiveness, and customer

Qualifications

• Bachelor's degree in business, communications, supply chain management, or a related field.
• Strong background in customer service, order management, or other customer-facing roles, with leadership, coaching, and team development experience.
• Strong analytical and problem-solving skills with the ability to analyze data and make informed decisions to enhance productivity, streamline processes, and drive efficiency.
• Experience in fast-paced environments such as manufacturing, food and beverage, ingredients, or chemicals is preferred.
• Proficiency with JD Edwards, SAP, or other tools for managing customer information, orders, and reporting, plus Excel/Outlook/Word/PowerPoint.

Responsibilities

• Lead, coach, and develop customer service team members by setting clear expectations, providing timely feedback, supporting training, and promoting accountability, performance, and professional growth.
• Oversee daily customer service operations, including end to end order management, key account support, account information maintenance, customer inquiries, complex requests, and escalated issues, ensuring timely and accurate resolution.
• Monitor, manage and analyze key service metrics including POA, OTD, re-commits, response times, and order backlog performance to ensure alignment with customer expectations and SLA.
• Build and maintain strong customer relationships, investigate complaints, address sensitive concerns, and support customer needs across different time zones to strengthen satisfaction and retention.
• Drive proactive communication with internal stakeholders including Planning, Production, Logistics, Quality, Warehouse, and Sales to communicate priorities, resolve challenges, lead team discussions, and maintain consistent service delivery.

Skills

Leadership

Coaching

Team development

Analytical skills

Problem solving

Communication

Education

Bachelor's degree in business, communications, supply chain management, or related field

Tools

JD Edwards

SAP

Excel

Outlook

Word

PowerPoint

Job description

Sensient Technologies Corporation is seeking a Supervisor - Customer Service to guide a team delivering exceptional service, supporting daily operations, and collaborating with sales, manufacturing, and other functions. The role blends leadership with hands-on customer support to improve processes and service quality.

The incumbent will oversee order management, manage performance metrics, and drive continuous improvements across time zones, with a focus on accuracy, responsiveness, and customer