Manufacturing Customer Service Lead - Team Leader

Lee Hecht Harrison Nederland B.V.; Des Plaines (IL); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Short-term disability

Additional voluntary benefits

Job summary

Lee Hecht Harrison Nederland B.V. seeks a Customer Service Lead to oversee daily customer service operations and mentor a team of representatives. You will ensure seamless communication between customers, production, logistics, and sales, driving satisfaction and process improvements.

The ideal candidate has 3+ years in manufacturing customer service, expertise in ERP systems, and strong leadership abilities to guide a high-performing team in a fast-paced environment.

Qualifications

• 3+ years of customer service experience in manufacturing, distribution, or industrial environments.
• Strong leadership, mentoring, and coaching abilities.
• Experience with order management, production scheduling, and supply chain processes.

Responsibilities

• Lead, coach, and support a team of Customer Service Representatives.
• Monitor daily workflow, order processing activities, and service levels.
• Serve as escalation point for complex customer issues and complaints.
• Ensure accurate entry and management of customer orders, pricing, and account information.
• Coordinate with Production, Planning, Shipping, Engineering, and Sales to meet customer requirements.
• Communicate order status, shipping updates, delays, and product availability to customers.
• Analyze customer service metrics and implement continuous improvement initiatives.
• Assist with forecasting customer demand and inventory inquiries.
• Maintain accurate customer records in ERP/CRM systems.
• Develop and document customer service procedures and best practices.
• Support onboarding and training of new customer service team members.
• Generate reports related to order fulfillment, customer satisfaction, and service performance.

Skills

Customer service leadership

ERP systems

Team coaching

MS Office

Tools

SAP

Oracle

Microsoft Dynamics

Epicor

Job description

Lee Hecht Harrison Nederland B.V. seeks a Customer Service Lead to oversee daily customer service operations and mentor a team of representatives. You will ensure seamless communication between customers, production, logistics, and sales, driving satisfaction and process improvements.

The ideal candidate has 3+ years in manufacturing customer service, expertise in ERP systems, and strong leadership abilities to guide a high-performing team in a fast-paced environment.