Customer Service Manager

FXI•West Chicago, IL

20d•Onsite

About The Position

The Customer Service Manager is responsible for leading the customer service team to ensure exceptional support for customers while maintaining efficient order management and communication processes. This role serves as the primary liaison between customers, sales, production, planning, shipping, and quality departments to ensure customer requirements are met and customer satisfaction is maintained.

Requirements

5+ years of customer service experience.
2+ years of supervisory or management experience.
Experience with ERP systems a plus but can be trained (SAP, Oracle, Microsoft Dynamics, etc.).
General knowledge of manufacturing processes, production scheduling, and supply chain operations.
Excellent communication, leadership, and problem-solving skills.
Experience or knowledge of Microsoft Excel and reporting tools.

Nice To Haves

Degree or related field preferred.

Responsibilities

Develop and maintain strong relationships with customers.
Serve as the primary escalation point for customer concerns, complaints, and service issues.
Ensure prompt resolution of customer inquiries regarding orders, delivery schedules, pricing, and product information.
Monitor customer satisfaction metrics and implement improvement initiatives.
Lead, coach, train, and develop customer service representatives.
Establish performance goals and conduct regular performance evaluations.
Manage staffing levels and workload distribution.
Foster a culture of accountability, teamwork, and continuous improvement.
Oversee order entry, order processing, and order fulfillment activities.
Ensure order accuracy and timely processing.
Monitor customer orders from receipt through shipping.
Coordinate with production planning and logistics teams to meet customer delivery requirements.
Partner with Sales, Production, Supply Chain, Quality, and Shipping departments to resolve issues and improve customer experience.
Communicate production delays, inventory shortages, and shipping updates to customers.
Analyze customer service metrics and identify opportunities for improvement.
Develop and implement standard operating procedures (SOPs).
Lead continuous improvement initiatives focused on efficiency, customer satisfaction, and order accuracy.
Support Lean Manufacturing and continuous improvement programs.
Track and report KPIs including: Customer Satisfaction Scores, On-Time Delivery, Order Accuracy, Customer Complaint Resolution Time, Backorder Levels, Customer Retention Metrics.
Prepare management reports and recommendations.