Customer Service Supervisor, Interiors

This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/13837283 Description Our most important asset is our people. Who we are, what we do, how we do it and why we are passionate are all centerpieces of why we succeed. Role Summary The Customer Service Supervisor, Interiors plays a pivotal role in shaping both the customer experience and the employee experience. Leading a team of Customer Experience Specialists and Senior Customer Experience Specialists, you\'ll create an environment where people can do their best work while delivering responsive, proactive, and relationship-focused service to customers. Reporting to the Customer Experience Manager, Interiors, you\'ll balance people leadership, operational execution, and continuous improvement to ensure exceptional service delivery across multiple regions. You\'ll monitor performance, coach and develop talent, anticipate challenges, and remove barriers that impact both team effectiveness and customer satisfaction. This role is ideal for a collaborative leader who enjoys developing people, solving problems, and creating structure within a fast-paced environment where priorities shift and customer needs evolve throughout the day. Work Environment We currently operate in-office Monday through Thursday and remotely on Fridays (note that some in-office Fridays will be required during training). Because collaboration and team support are critical to success in this role, in-office partnership and relationship building are highly valued. In This Role, You Will - Lead and support the daily operations of a high-volume Customer Experience team, ensuring exceptional service and responsiveness across assigned regions. - Coach, mentor, and develop Customer Experience Specialists and Senior Customer Experience Specialists through regular feedback, performance discussions, and career development planning. - Monitor team performance, workload distribution, service levels, response times, case aging, and customer satisfaction metrics to ensure goals are achieved. - Proactively identify operational risks, service gaps, and emerging trends, implementing solutions before issues impact the customer experience. - Serve as the first point of escalation for complex customer, dealer, rep group, sales, and operational concerns. - Partner with team members to navigate challenging situations, balancing customer needs with business objectives. - Foster a collaborative team culture built on accountability, communication, continuous learning, and shared success. - Coordinate staffing, coverage, onboarding, and training activities to support business needs and maintain service excellence. - Analyze team and customer performance data to identify opportunities for process improvements and operational efficiencies. - Partner with Sales, Operations, Product Support, Supply Chain, and other cross-functional teams to deliver seamless customer experiences. - Support recruiting, onboarding, and talent development initiatives that strengthen team capability and succession planning. - Lead by example through a hands-on, customer-focused approach and a willingness to step in wherever support is needed. What You Bring to the Team A minimum of three (3) years of experience in customer experience, customer service, order management, sales operations, or a related customer-facing operational environment. Prior experience leading, coaching, mentoring, or influencing others, with a passion for developing talent and building high-performing teams. Strong critical-thinking skills with the ability to assess situations, identify risks, and proactively solve problems. Demonstrat\ \ \ \ Equal employment opportunity, including veterans and individuals with disabilities.\ \ PI288091649