Senior CS Lead

GRAVIS • Rolling Meadows, IL

4d

About The Position

We’re hiring a hands-on, results-driven Senior Customer Service Lead to elevate the customer experience and accelerate order-to-cash performance. You will coach a frontline CSR team, partner closely with Sales by managing a portfolio of customer accounts, and drive process improvements that deliver accurate, rapid responses on order confirmations, delivery dates, and inventory positions. You will also proactively understand customer order patterns, reach out ahead of demand to secure continuity, and provide input to demand & supply-chain planning through our Monthly Sales & Inventory meetings.

Requirements

• 5–7+ years in B2B Customer Service/Order Management; 2+ years leading a frontline team.
• Proven experience across order-to-cash workflows (quotes, sales orders, fulfillment/invoicing) and partnering with Sales.
• ERP proficiency (e.g., NetSuite) for opportunities, quotes, and sales orders; ability to coach CSRs on system navigation and controls.
• Strong analytical, communication, and stakeholder-management skills; diligent documentation and calm under pressure.
• Experience participating in Monthly Sales & Inventory meetings (or similar demand/supply reviews) and turning customer insights into actionable volume signals.
• Bachelor's degree in business administration, Supply Chain Management, Operations Management, or Communications (or equivalent experience).
• Ability to sit for extended periods while performing computer-based tasks.

Responsibilities

• Coordinate customer order processing, delivery schedules, sales orders & acknowledgments. Ensure clean handoffs to Fulfillment and Accounting.
• Set and manage response-time SLAs for customer inquiries; coach CSRs to consistently meet accuracy and speed targets.
• Analyze order patterns and inventory signals; build proactive outreach cadences to secure orders ahead of time and prevent service gaps.
• Support sales counterpart to determine forecasts; provide clear input for Monthly Sales & Inventory meetings with Sales.
• Reduce cycle time across quotes/pricing, inventory list availability, and arrival-time accuracy; document standard work and update SOPs.
• Lead, mentor, and develop CSRs; run regular 1:1s, calibrate performance, and build cross-training depth.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior