Customer Service Supervisor

Sun Hydraulics - Buffalo Grove, IL

Full-time - Mid Level

Buffalo Grove, IL

Fabricated Metal Product Manufacturing

About the position

The Customer Service Supervisor oversees the daily operations of the customer service team in a contract manufacturing environment specializing in high-precision machining. This role ensures exceptional service delivery, manages order processing, and acts as a liaison between customers and internal teams to ensure satisfaction and alignment with production capabilities.

Responsibilities

• Lead, train, and mentor the customer service team to meet departmental objectives.
• Assign tasks, monitor performance, and ensure adherence to company policies and procedures.
• Facilitate communication and collaboration within the team to maintain a high level of efficiency.
• Serve as the first point of escalation for customer issues, resolving them promptly.
• Assist customers with inquiries, order updates, and issue resolution.
• Build strong relationships with key accounts to ensure satisfaction and loyalty.
• Oversee accurate entry and tracking of customer orders in ERP systems.
• Monitor orders from receipt to delivery, ensuring timelines and specifications are met.
• Coordinate with production, engineering, and quality teams to address customer requirements and resolve any discrepancies.
• Identify opportunities to improve customer service processes and implement solutions.
• Collaborate with cross-functional teams to streamline workflows and enhance efficiency.
• Utilize customer feedback and performance metrics to recommend improvements.
• Maintain accurate records of customer interactions, orders, and issues.
• Prepare regular reports on team performance, customer satisfaction, and operational metrics for management review.
• Ensure compliance with customer-specific requirements, quality standards, and industry regulations.
• Assist with quoting, contract review, and order confirmations as needed.
• Support the team during peak workloads or in the absence of team members.
• Provide input on pricing strategies, delivery schedules, and production feasibility based on customer needs.

Requirements

• Ability to work collaboratively with cross-functional teams.
• Strong leadership and team-building skills.
• Customer-focused approach with attention to detail.
• Problem-solving and conflict-resolution abilities.
• Knowledge of manufacturing processes, particularly high-precision machining, is a strong advantage.
• Understanding of ERP or CRM systems.
• Excellent communication and interpersonal skills.