Customer Service Supervisor

INX International Ink Co.•Schaumburg, IL

About The Position

INX is seeking a Customer Service Supervisor to oversee the day-to-day activities of West Coast customer service representatives. This is a working manager position: the supervisor performs daily tasks alongside the Customer Service Center team and maintains and develops effective working relationships with plant personnel, Sales, and customers. The role reports to the Director of Customer Service Centers and works closely with Sales, Finance, and MIS. The supervisor oversees order entry and mini-plant processing, including the accuracy and timeliness of orders and stock transport orders, material and recipe creation, workload adjustments, and data integrity. The role coordinates operational and month-end activities with divisional and corporate teams, including accounts receivable and pricing, and supports customer service staff through troubleshooting, testing, and training related to SAP and INX Manager. Additional duties include reviewing billing schedules and requirements, preparing export invoices and credit/debit memos, maintaining customer master data, resolving billing and freight blocks, supporting customer account setup, and serving as backup for international and domestic order processing. The position offers a starting annual salary range of $78,000 to $88,000; actual compensation depends on qualifications and geographic considerations.

Requirements

High school diploma or GED.
At least 5 years of customer service experience in a manufacturing or distribution environment.
At least 1–2 years of experience leading, supervising, or mentoring customer service representatives.
Intermediate computer skills in Microsoft Excel, Word, and Outlook.
Excellent verbal, written, and reading-comprehension skills, with a professional phone manner.
Ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence and speak effectively before groups of customers or employees.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to apply common-sense understanding to carry out written, oral, or diagram-based instructions.
Ability to address problems involving several concrete variables in standardized situations.

Nice To Haves

Experience with ERP systems and cross-functional coordination between Sales, Operations, and Supply Chain is highly desirable.
Experience using SAP or SAP S/4HANA is highly desirable.
Associate degree from a two-year college or trade school.

Responsibilities

Oversee the daily work of customer service representatives and perform customer service tasks alongside the team.
Ensure timely and accurate order entry and stock transport orders.
Oversee mini-plant material creation, recipe creation, and templates; revise workloads as needed.
Work with Sales and inplants to bill aged items.
Maintain the integrity of material master and recipe data and troubleshoot related problems.
Coordinate with divisional and corporate personnel, including Corporate Accounts Receivable and Pricing, to ensure tasks are performed accurately and on time.
Complete end-of-month usage spreadsheets and checklists, including JSOX reviews and processes, U.S. consignment and mini-plant billing, and labor-fee debits and credits.
Troubleshoot SAP issues for U.S. sites and work with MIS on testing and troubleshooting new INX Manager versions.
Train and support customer service center staff, including training on INX Manager and SAP.
Review end-of-month billing schedules and requirements.
Create export invoices and credit/debit memos, and review and revise customer master data as needed.
Review billing and freight blocks to support timely billing.
Work with Accounts Receivable to set up customer contacts and email addresses; use Output Parameter Determination and business partners.
Provide backup for international sales order processing and domestic customer service for INX U.S.
Work with Corporate Logistics to obtain quotes and confirm correct International Commercial (INCO) Terms for export orders.
Maintain effective working relationships with plant personnel, Sales, Finance, MIS, and customers.