Customer Care Supervisor

Lineage; Wilmington (IL); On-site; USD 61,000 - 102,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Life insurance

Disability insurance

401k retirement plan

Paid time off

Annual bonus eligibility

7 holidays per year

Job summary

Lineage is seeking a customer service leader to supervise a seven-person team in Wilmington, IL. You will coach staff, handle billing inquiries, resolve claims, and partner with operations to meet service levels. Strong communication and continuous improvement mindset are essential.

The role requires flexibility for occasional second-shift coverage and Saturdays, with a pay range of $60,600.00 to $102,200.00 per year.

Qualifications

• Minimum 3 years in customer service leadership or supervision in warehouse, distribution, logistics or supply chain.
• Experience resolving complex customer issues, managing claims, and partnering with operations.
• Strong leadership, coaching and conflict resolution abilities.
• Excellent verbal and written communication across all levels and with customers.

Responsibilities

• Lead, coach, and develop a team of seven with training, feedback and daily direction.
• Serve as primary contact for customer billing inquiries, claims and escalated issues.
• Investigate and validate customer claims with internal teams to identify root causes and corrective actions.
• Collaborate with Operations to meet customer commitments including on-time turnaround and SLAs.
• Build relationships with customers delivering responsive, solution-oriented support.
• Prepare and analyze customer activity reports, identifying trends and improvement opportunities.
• Drive continuous improvement via root-cause analysis and process enhancements.
• Promote a customer-first culture while ensuring policy and quality compliance.

Skills

Leadership

Communication

Problem-solving

Continuous improvement

Analytical thinking

Tools

SAP

SAGE

Wave Orders

AS400

Microsoft Office

Job description

What We're Looking For

• Strong technical aptitude with experience using SAP, SAGE, Wave Orders, AS400, and the Microsoft Office Suite (Excel, Outlook, and Word).
• Proven leadership experience with the ability to lead and develop a team of 7 direct reports.
• Availability to work Monday–Friday, 8:00 AM–5:00 PM, with flexibility to support business needs, including occasional second-shift coverage and Saturdays.
• Supervise a variety of general office and customer service activities critical to the daily results of the warehouse operation.

Key Responsibilities

• Lead, coach, and develop a team of seven (7) by providing ongoing training, performance feedback, and daily direction to drive productivity and service excellence.
• Serve as the primary point of contact for customer billing inquiries, claims, and escalated service issues, ensuring timely and accurate resolution.
• Investigate and validate customer claims while partnering with internal teams to identify root causes and implement corrective actions.
• Collaborate closely with Operations to ensure customer commitments are met, including on-time turnaround and service level expectations.
• Build strong relationships with internal and external customers by delivering responsive, solution-oriented support.
• Prepare and analyze customer activity reports, identifying trends and opportunities to improve service performance.
• Drive continuous improvement initiatives by conducting root cause analysis and implementing process enhancements that improve the customer experience month over month.
• Promote a customer-first culture while ensuring compliance with company policies, procedures, and quality standards.

Qualifications

• Minimum of 3 years of customer service leadership or supervisory experience within a warehouse, distribution, logistics, or supply chain environment.
• Demonstrated experience resolving complex customer issues, managing claims, and partnering cross-functionally with operations teams.
• Strong leadership, coaching, and conflict resolution skills with the ability to motivate and develop high-performing teams.
• Excellent verbal and written communication skills with the ability to build relationships across all levels of the organization and with external customers.
• Proven analytical and problem-solving abilities with strong attention to detail and a continuous improvement mindset.
• Proficient in Microsoft Office Suite (Excel, Outlook, Word, and PowerPoint); experience with warehouse or transportation management systems is a plus.
• Ability to lift up to 20 lbs. (9 kg) or more, depending on facility requirements.
• Flexibility to work various shifts, including weekends, based on business needs.

Pay Range

$60,600.00 - $102,200.00

Why Lineage?

This is an excellent position to begin your career path within Lineage! Success in this role enables greater responsibilities and promotions! A career at Lineage starts with learning about our business and how each team member plays a part each and every day to satisfy our customers’ requirements. Beyond that, you’ll help us grow and learn on our journey to be the very best employer in our industry. We’ll ask you for your opinion and ensure we do our part to keep you developing and engaged as we grow our business. Working at Lineage is energizing and enjoyable. We value respect and care about our team members.

Lineage is an Equal Employment Opportunity Employer and is committed to compliance with all federal, state, and local laws that prohibit workplace discrimination and unlawful harassment and retaliation. Lineage will not discriminate against any applicant on the basis of race, color, age, national origin, religion, physical or mental disability or any other protected status under federal, state and local law.

Benefits

Lineage provides safe, stable, reliable work environments, medical, dental, and basic life and disability insurance benefits, 401k retirement plan, paid time off, annual bonus eligibility, and a minimum of 7 holidays throughout the calendar year.