Client Relations Supervisor

# Client Relations Supervisor Buffalo Grove, Illinois, US  
· Full-time   
· Management
** Workplace type
** On-site#### About The Position
** Job Description
**** Client Relations Supervisor
** Salary range is $70,000 - $80,000, commensurate with experience

Corporate Headquarters
485 Half Day Rd. Ste 100

Buffalo Grove, IL 60089
*** This is an onsite position, full-time located in Buffalo Grove, IL.
***** About Alma Lasers
** Alma, a Sisram Medical company, is a global leader in medical-aesthetic technologies with over 25 years of experience in energy-based devices (EBD). Operating in more than 100 countries worldwide, Alma combines advanced technology, clinical expertise, and a holistic approach to aesthetic and wellness  the U.S., Alma Lasers is one of the most trusted brands among physicians, clinics, and consumers—delivering innovative, science-based solutions for skin rejuvenation, body contouring, hair removal, and other aesthetic applications.
** Summary
* * The Client Relations Supervisor is responsible for leading the day-to-day operations of the Client Relations team while delivering an exceptional customer experience. This role serves as the primary escalation point for complex customer issues, provides coaching and performance management for team members, drives operational excellence through KPI monitoring, and partners cross-functionally to ensure timely resolution of customer concerns. The ideal candidate is a proactive leader who thrives in a fast-paced environment and is committed to continuous improvement and team development.
** Essential Functions
*** Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
** Serve as the primary escalation point and subject matter expert for Client Relations team members, providing guidance, troubleshooting support, and facilitating the timely resolution of complex customer issues.
* Lead daily operations of the Client Relations team, ensuring service levels, response times, and departmental objectives are consistently achieved.
* Monitor, manage, and drive resolution of Client Relations tickets, RMAs, service orders, and customer cases through successful completion.
* Oversee team performance through KPI tracking, productivity monitoring, quality reviews, coaching, and ongoing performance management initiatives.
* Conduct regular performance discussions, provide developmental feedback, identify training needs, and support employee growth and success.
* Manage customer escalations and de-escalate challenging situations while maintaining a positive customer experience and protecting company interests.
* Serve as the Client Relations point person for Adverse Event matters, ensuring timely intake, documentation, escalation, and cross-functional coordination with Quality, Regulatory, Service, and other appropriate stakeholders in accordance with company procedures
* Facilitate onboarding and continuous training programs for new and existing team members to strengthen product knowledge, processes, systems proficiency, and customer service skills.
* Analyze customer feedback and Customer Satisfaction Survey results to identify trends, develop improvement plans, and enhance the overall customer experience.
* Review and interpret daily, weekly, and monthly operational reports, leveraging data to identify performance trends, service gaps, and opportunities for process improvement.
* Establish priorities, delegate responsibilities, and allocate resources to ensure efficient workflow management and balanced team workloads.
* Collaborate cross-functionally with Service, Sales, Logistics, Quality, Technical Support, Finance, and other departments to resolve customer issues and improve operational effectiveness.
* Drive accountability and ownership across the team by setting clear expectations, measuring outcomes, and recognizing performance achievements.
* Ensure compliance with company policies, procedures, regulatory requirements, and quality standards.
* Identify opportunities to improve processes, workflows, and customer support practices to increase efficiency and customer satisfaction.
* Support workforce planning, scheduling, and resource management to ensure adequate coverage and achievement of business objectives.
* Champion a culture of exceptional customer service, collaboration, accountability, and continuous improvement for both internal and external customers.
** Competencies
* ** Team Leadership & Supervision
* Escalation Management
*…