Client Relations Supervisor

Alma Lasers•Buffalo Grove, IL

5d•Onsite

About The Position

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.

Requirements

Bachelor’s degree or equivalent combination of education and relevant experience
3+ years of customer service, client relations, or related experience.
1+ years of experience supervising or formally leading a customer service, client relations, or similar team, including responsibility for coaching, performance feedback, workflow management, and day-to-day employee direction.
Experience managing customer escalations and resolving complex customer issues.
Experience monitoring KPIs, service levels, or other operational performance metrics.
Proficient knowledge of customer service practices, processes, and standard office procedures.
Strong leadership, coaching, and interpersonal skills.
Excellent written and verbal communication skills.
Strong organizational and time-management skills with the ability to manage multiple priorities.
Demonstrated problem-solving and conflict-resolution skills.
Ability to analyze operational data and use performance metrics to drive improvement.
Proficiency with Microsoft Office, including Excel, PowerPoint, Outlook, and Word.
Ability to work effectively in a fast-paced, cross-functional environment.
Customer-focused mindset with a high degree of professionalism and accountability.
Documentation showing eligibility to work in the United States will be required.
E-Verification: In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Nice To Haves

Competencies: Team Leadership & Supervision, Escalation Management, Performance Management & Coaching, KPI Monitoring & Reporting, Customer Experience Management, Cross-Functional Collaboration, Process Improvement, Adverse Event Management, Training & Development, Operational Excellence & Compliance

Responsibilities

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.