Customer Service Representative

Customer Service Lead

The Customer Service Lead is responsible for overseeing daily customer service operations within a fast-paced manufacturing environment. This position leads the customer service team and manages the complete order process, from quotation and order entry through production, shipment, and post-delivery support. The Customer Service Lead works closely with customers and internal departments to ensure orders are accurate, delivery commitments are met, and customer concerns are resolved promptly.

This is a great Direct Hire opportunity located near Mount Prospect, IL.

• Lead the daily activities of the Customer Service department to ensure customers receive timely, accurate, and professional support.
• Train, coach, and support Customer Service Representatives while monitoring performance, workload, and departmental goals.
• Oversee the entire customer order process, including quotations, contract review, order entry, production coordination, shipment, invoicing, and post-delivery support.
• Serve as the main point of contact for escalated customer concerns, delivery issues, warranty claims, order changes, and service-related questions.
• Review customer purchase orders, contracts, pricing, shipping instructions, and supporting documentation for accuracy and completeness.
• Enter and maintain customer orders, pricing, shipping information, and account details within the ERP system.
• Monitor open orders, backlogs, delivery dates, customer priorities, and production schedules while providing customers with regular status updates.
• Coordinate with Sales, Engineering, Operations, Supply Chain, Purchasing, Production Planning, Shipping, Quality, Finance, and Product Management to meet customer requirements.
• Review engineering drawings, bills of material, product configurations, and engineering changes to confirm commercial and technical order requirements.
• Work with Engineering and Product Management to support new product launches, product changes, and production readiness.
• Evaluate material availability, production capacity, lead times, and scheduling limitations before communicating delivery commitments to customers.
• Participate in production planning and Sales, Inventory, and Operations Planning activities to represent customer needs and priorities.
• Coordinate responses to supply chain delays, product quality concerns, corrective actions, nonconforming materials, and delivery recovery plans.
• Partner with Finance to resolve billing concerns, invoice discrepancies, and accounts receivable issues.
• Review customer service performance, forecasts, customer scorecards, order backlog, on-time delivery results, and customer feedback to identify improvement opportunities.
• Lead process improvement projects focused on customer satisfaction, order accuracy, workflow efficiency, and effective ERP system use.
• Support customer audits, account reviews, operational meetings, and new customer onboarding activities.
• Develop, maintain, and enforce customer service procedures, standard operating procedures, and department best practices.
• Prepare and present customer service reports, performance measurements, and process improvement recommendations to leadership.
• Ensure order activities comply with customer agreements, export requirements, shipping terms, routing instructions, and applicable quality standards.
• Maintain accurate customer records, pricing information, agreements, and ERP master data.
• Complete additional assignments and special projects as requested by management.

• High school diploma or equivalent required.
• Associate’s or bachelor’s degree in Business, Supply Chain, Engineering, or a related field preferred.
• Minimum of five years of customer service, order management, account management, or related experience in a manufacturing environment.
• At least two years of leadership or supervisory experience preferred.
• Previous experience working with ERP systems, order processing software, and manufacturing business processes.
• Strong understanding of customer order fulfillment, production scheduling, inventory, and logistics.
• Proficiency with Microsoft Office, including Excel, Word, Outlook, and…