Customer Success Supervisor

Job Description
KO Business Solutions is a family-owned consulting firm proud to work with a manufacturing company in Elk Grove Village, IL who is seeking a Customer Success Supervisor to help lead their team. The Customer Success Supervisor is responsible for leading and managing a team of customer service representatives in delivering exceptional support. This role requires an enthusiastic, proactive, experienced leader who thrives in a fast-paced environment and can coach, motivate, and manage a team to achieve excellence in customer service while continuously improving quality and operational efficiency.
Schedule: Monday - Friday, 8:30 am - 5 pm
Location: Elk Grove Village, IL
Job-Type: Direct Hire, Full-time
Pay-Rate: $70,000-$80,000/yr
Primary Job Responsibilities:

• Supervise daily operations of the customer service team, ensuring performance goals are met.
• Model the behaviors for creating a service-excellence, customer-centric culture where the team feels engaged and empowered to deliver leading results.
• Manage the Net-Promotor Score customer satisfaction process, maintaining survey cadence, addressing areas of immediate concern, and developing strategies to address priority issues.
• Provide coaching, training, and development opportunities for representatives.
• Monitors and direct development of staff through performance reviews, KPIs, recommends promotions, salary increases, special recognition, correction action, and termination.
• Be the point of escalation to resolve complex customer issues.
• Manage schedules and staffing to maintain optimal coverage and productivity.
• Collaborate with cross-functional teams to enhance the customer experience.
• Identify and implement process improvements based on customer feedback and operational insights.
• Handle reporting, documentation, and analysis of team performance metrics.
• Additional projects as assigned

Knowledge, Skills, Abilities:

• Strong leadership, communication, and interpersonal skills.
• Conflict resolution and de-escalation expertise.
• Knowledge of performance coaching models.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Familiarity with CRM systems and reporting tools.
• A customer-first mindset with a commitment to delivering exceptional service.
• Maintain a professional appearance and uphold a positive company image

Minimum Job Requirements:

• High school diploma required; Bachelor's degree in business or related field preferred.
• Proven experience in customer service, with at least 2-5 years in a supervisory role.
• PC proficient with a thorough understanding of Microsoft Office applications and capable of leaning MIL's internal ERP software.
• Must be authorized to work in the U.S.
• This position requires access to ITAR-controlled information and materials. The successful candidate must meet all ITAR eligibility requirements, including being a U.S. person as defined by ITAR.

Benefits:

• Annual performance and compensation review, with eligibility for annual bonuses
• 401(k) plan with employer matching and profit sharing
• Premium health insurance as well as supplemental vision and dental insurance plans
• Company paid and supplemental life insurance and AD&D
• Company paid holidays and personal paid time-off (accrual & enrollment package)

Equal Opportunity Employer
KO Business Solutions is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
Job type: Direct Hire
Salary: $70,000-$80,000/yr
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