Job Information
Robert Half Senior Customer Service Lead in Hoffman Estates, Illinois
Description
Our client is looking for a motivated and detail-oriented Senior Customer Service Lead to oversee a team of customer service representatives and enhance overall client satisfaction. Based in Hoffman Estates, Illinois, this role is pivotal in managing customer accounts, improving operational workflows, and ensuring seamless order-to-cash processes. The ideal candidate will thrive in a collaborative environment, driving efficiency while mentoring team members to deliver exceptional service.
Responsibilities:
• Supervise and coordinate customer order processing, delivery schedules, and sales orders while ensuring smooth transitions to fulfillment and accounting teams.
• Establish and enforce response-time service level agreements (SLAs) for customer inquiries, coaching team members to meet accuracy and speed benchmarks.
• Analyze customer order patterns and inventory signals to proactively secure orders and avoid service disruptions.
• Collaborate with sales teams to forecast demand and provide actionable input during Monthly Sales & Inventory planning meetings.
• Streamline workflows for quotes, pricing, inventory availability, and delivery timelines, ensuring documentation of standard procedures for consistency.
• Mentor customer service representatives through regular one-on-one meetings, performance evaluations, and cross-training initiatives to build team expertise.
• Drive process improvements that enhance inventory management and order accuracy, contributing to overall operational efficiency.
• Partner with stakeholders to ensure customer insights are effectively translated into supply chain strategies and actionable volume signals.
• Maintain and update department standard operating procedures (SOPs) to reflect best practices and efficiency goals.
• Perform additional tasks and projects as assigned to support the department's objectives.
Hybrid schedule (Mon–Thurs onsite, Fridays remote)
Compensation: $70k–$85k + 10% bonus (based on company performance)
Benefits: medical, dental and vision insurance, voluntary life insurance, 401k with up to 5% match, 15 days PTO, 4 personal days and 9 holidays.
Requirements • At least 5–7 years of experience in B2B customer service or order management, including 2+ years in a supervisory role.
• Demonstrated expertise in managing order-to-cash workflows, including quotes, sales orders, fulfillment, and invoicing processes.
• Proficiency in NetSuite or similar CRM systems, with the ability to train and guide team members on system usage.
• Strong analytical skills paired with excellent communication and stakeholder management abilities.
• Proven track record of participating in demand and supply chain planning meetings, turning customer data into actionable insights.
• Bachelor's degree in Business Administration, Supply Chain Management, Operations Management, Communications, or equivalent detail-oriented experience.
• Calm and composed under pressure, with a meticulous approach to documentation and process adherence.
• Experience mentoring and developing team members to create a high-performing, collaborative work environment. TalentMatch®
Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
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