Hybrid Customer Experience Lead – 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

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.