Customer Service Manager

Duravant•Wood Dale, IL

9d•$66,400 - $106,250•Onsite

About The Position

We are seeking an experienced and results-driven Manager of Customer Service to lead our customer service representative (CSR) team. This role is responsible for overseeing day-to-day operations of a mid-sized call center environment, developing and coaching a high-performing team, and driving exceptional customer experiences in a complex, engineered-to-order (ETO) manufacturing environment. The ideal candidate brings a deep understanding of custom order processes, variable lead times, and technical product inquiries — and knows how to build a team that handles them with confidence and care.

Requirements

5+ years of progressive customer service experience, with at least 2 years in a management or supervisory role
Demonstrated experience managing teams in a mid-sized call center environment (15–50 agents)
Background in an engineered-to-order, configure-to-order, or custom manufacturing business
Strong understanding of order management lifecycles, including quoting, order entry, production coordination, and delivery
Proven track record of building and developing high-performing customer service teams
Proficiency with CRM and call center platforms (e.g., Salesforce, Zendesk, Five9, Genesys, or similar)
Excellent written and verbal communication skills; able to translate technical details into clear customer-facing language
Strong analytical skills with experience using call center metrics to drive performance and process improvements

Nice To Haves

Experience in an industrial, machinery, packaging, capital equipment, or similarly technical product environment
Familiarity with ERP systems (SAP, Oracle, Epicor, Infor, or similar) and order management workflows
Bachelor’s degree in Business, Operations, Communications, or related field — or equivalent combination of education and experience
Six Sigma, Lean, or other continuous improvement training a plus

Responsibilities

Lead, coach, and develop a team of Customer Service Representatives in a call center environment of 15–25 agents
Set clear performance expectations, conduct regular 1:1s, and deliver timely, constructive performance reviews
Develop and implement training programs to improve product knowledge, order management proficiency, and customer communication skills
Foster a positive team culture grounded in accountability, continuous improvement, and customer focus
Manage daily call center operations including staffing, scheduling, queue management, and escalation handling
Monitor and analyze key performance metrics (AHT, FCR, CSAT, abandonment rate, SLA adherence) and drive improvement initiatives
Develop and maintain standard operating procedures (SOPs) and call-handling guidelines
Partner with IT and operations leadership on telephony platforms, CRM systems, and workforce management tools
Serve as the customer-facing escalation point for complex order inquiries, including lead time, configuration changes, order status, and technical clarifications
Collaborate closely with engineering, production planning, sales, and logistics teams to manage customer expectations and resolve order issues proactively
Ensure CSRs are equipped to communicate order timelines, change order implications, and customization constraints clearly and accurately
Champion process improvements that reduce order-related friction and improve on-time delivery communication
Own the customer satisfaction program including CSAT/NPS tracking, feedback analysis, and action planning
Identify trends in customer complaints and order issues; surface root causes and drive cross-functional corrective actions
Lead or support implementation of new tools, processes, or systems that improve CSR efficiency and customer experience