Job Information
Robert Half Senior Customer Service Lead in Schaumburg, Illinois
Description
Our client is looking for an experienced Senior Customer Service Lead to join their team in Schaumburg, Illinois. This role is pivotal in enhancing customer satisfaction and streamlining order-to-cash processes while leading a dedicated team of customer service professionals. The ideal candidate will collaborate closely with sales and operations teams to ensure seamless order management, timely responses, and proactive customer engagement. LEADERSHIP EXPERIENCE REQUIRED. PLEASE DO NOT APPLY IF YOU HAVE NEVER HELD A LEADERSHIP POSITION. This position offers a salary of $70,000-$85,000 + bonus (10% based on company performance) + medical, dental and vision insurance, voluntary life insurance, 401k with up to 5% match, 15 days PTO, 4 personal days and 9 holidays.
Responsibilities:
• Oversee the coordination of customer orders, delivery schedules, and sales acknowledgments, ensuring smooth transitions to fulfillment and accounting.
• Establish and enforce response-time standards for customer inquiries, coaching team members to consistently achieve accuracy and efficiency goals.
• Analyze customer order trends and inventory signals to implement proactive outreach strategies that prevent service interruptions.
• Partner with the sales team to develop accurate forecasts and contribute actionable insights during Monthly Sales & Inventory meetings.
• Optimize cycle times for quotes, inventory availability, and delivery accuracy by documenting processes and updating standard operating procedures.
• Lead, mentor, and develop the customer service team through regular performance reviews, individualized coaching, and cross-training initiatives.
• Monitor customer feedback and identify opportunities for process improvements to enhance overall service quality.
• Collaborate with supply chain and logistics teams to ensure inventory alignment with customer demands.
• Manage and resolve escalated customer issues, ensuring a positive resolution and maintaining strong client relationships.
Our specialized recruiting professionals apply their expertise and utilize our proprietary AI to find you great job matches faster
Requirements • Minimum of 7 years of experience in B2B customer service or order management, including at least 2 years in a leadership role.
• Strong expertise in managing order-to-cash workflows, including quotes, sales orders, fulfillment, and invoicing.
• Proficiency in NetSuite or similar CRM systems, with the ability to train and guide team members on system usage.
• Exceptional analytical and communication skills, with a proven ability to manage stakeholders and handle high-pressure situations effectively.
• Familiarity with demand and supply-chain planning processes, including participation in inventory review meetings.
• Bachelor's degree in Business Administration, Supply Chain Management, Operations Management, or a related field, or equivalent experience with attention to detail.
• Demonstrated ability to mentor and develop teams, fostering a collaborative and high-performing work environment.
• Strong organizational skills with a focus on improving processes and documenting workflows. 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.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.
Our specialized recruiting professionals apply their expertise and utilize our proprietary AI to find you great job matches faster.
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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