Supervisor Customer Service

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

Benefits offered by this job

Benefits package

Job summary

Sensient Technologies is seeking a Supervisor - Customer Service in Illinois to guide a team delivering exceptional customer experience. You will balance team leadership with hands-on support, while improving processes and service quality across sales, manufacturing, and other functions.

You will oversee daily operations, monitor metrics like OTD and SLA, build strong customer relationships, and coordinate across internal stakeholders to ensure seamless delivery during peak periods.

Qualifications

• Bachelor's degree in business, communications, supply chain management, or related field.
• Experience in customer service or order management with leadership experience.
• Strong analytical and problem-solving skills to improve processes.
• Experience with ERP systems (JD Edwards, SAP) and MS Office.
• Ability to build relationships across teams and time zones.

Responsibilities

• Lead and develop the customer service team with clear expectations and accountability.
• Oversee end-to-end order management and key account support.
• Monitor service metrics and ensure SLA adherence.
• Coordinate with Planning, Production, Logistics, and Sales to maintain service delivery.
• Address customer inquiries and resolve escalated issues.

Skills

Leadership

Coaching

Order management

Analytics

Education

Bachelor's degree in business / related field

Tools

JD Edwards

SAP

Excel

Job description

At Sensient Technologies, we are experts in the science, art and innovation of color and flavor. We are market-savvy and visionary. We are problem solvers. And we will be better with you.

The Natural Color Conversion is here and we are growing rapidly! Do to this growth we are adding Supervisor - Customer Service to our team. This role will guide a team dedicated to delivering exceptional customer experience, supporting daily operations, and strengthening collaboration across sales, manufacturing, and other business functions. You will balance team leadership with hands‑on customer support while identifying opportunities to improve processes and service quality.

What You’ll Do:

• 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 Purchase Order Acknowledgement (POA), On Time Delivery (OTD), Re-commits, response times, and order backlog performance to ensure alignment with customer expectations and Service-Level Agreements (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 and escalation with internal stakeholders including Planning, Production, Logistics, Quality, Warehouse, and Sales to communicate priorities, resolve challenges, lead team discussions, and maintain consistent service delivery for customers during a critical period for the business.

What You’ll Bring:

• A bachelor’s degree in business, communications, supply chain management, or a related field.
• A strong background in customer service, order management, or other customer‑facing roles, with demonstrated 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 working in fast‑paced environments, such as manufacturing, food and beverage, ingredients, or chemicals, is preferred.
• Proficiency with enterprise business systems (JD Edwards, SAP, or other tools) for managing customer information, orders, and reporting, along with common office applications, including Excel, Outlook, Word and PowerPoint.
• Strong communication, interpersonal, analytical, and problem‑solving skills, with the ability to build relationships and collaborate across teams and organizational levels.
• Excellent organizational skills, attention to detail, and the ability to manage competing priorities, work independently, and adapt to changing business needs.

What You’ll Get:

• The opportunity to lead and develop a customer service team while making a direct impact on customer satisfaction and retention.
• Meaningful collaboration with sales, manufacturing, and business leaders across the organization.
• Opportunities to contribute ideas, improve processes, and help shape the customer service experience.
• A professional work environment with regular exposure to manufacturing operations and occasional laboratory environments.
• A hands‑on leadership role that combines team development, customer relationship management, and operational problem‑solving.

The salary for this position is $80,000 to 110,000 USD. Pay within the range is based on several factors, which may include, but are not limited to education, work experience, specialized training, and labor market conditions. In addition to salary, Sensient is proud to offer a comprehensive benefits program to support the holistic well‑being of our employees and their families.

SPONSORSHIP: Due to our inability to offer visa sponsorship, we can only consider candidates who are authorized to work in United States, without the need for employment visa sponsorship.

About Sensient Colors:
Sensient Color Group is a leading developer, producer, and supplier of natural and synthetic color systems for customers around the globe. The Company’s high-performance products play a central role in the manufacture of foods and beverages, cosmetic and pharmaceutical colors and coatings, colors for agricultural uses, household cleaners, and paper products. The Color Group is located in St. Louis, Missouri.
About Sensient Technologies Corporation:
Sensient Technologies Corporation is a leading global manufacturer and marketer of colors, flavors, and fragrances. Sensient employs advanced technologies at facilities around the world to develop specialty food and beverage systems, cosmetic and pharmaceutical systems, and other specialty and fine
chemicals. The Company’s customers include major international manufacturers representing most of the world’s best‑known brands. Sensient is headquartered in Milwaukee, Wisconsin.

For more information, visit our website at http://www.sensient.com.
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