Customer Service Manager - McCook, IL

SUPPLYONE INC.•La Grange, IL

19d•$95,000 - $98,000•Onsite

About The Position

The Customer Service Manager is a hands-on leadership role and a critical link between production, logistics, sales, and customers. The manager guides, supports, and motivates the customer service team to deliver a consistent, high-quality customer experience. Working collaboratively across departments, the role represents the company’s values, products, and service capabilities and drives operational excellence through training, mentorship, and continuous improvement initiatives. The position contributes to customer satisfaction and business growth. The manager provides day-to-day leadership, coaching, and support to the customer service team; oversees orders from entry through delivery; coordinates with internal departments to meet delivery expectations; and serves as a decision-maker and escalation point for key accounts and complex customer issues. The role also leads process improvements, maintains procedures and work instructions, supports CSR duties as needed, and ensures adherence to safety, GMP, company policies, and regulatory requirements.

Requirements

Proven ability to lead, coach, and motivate team members in a collaborative environment.
Strong problem-solving, decision-making, and organizational skills, including the ability to manage multiple priorities.
Advanced troubleshooting capabilities and attention to detail.
Excellent verbal and written communication skills and the ability to interact effectively across all organizational levels.
Demonstrated ability to drive process improvements and support operational efficiency.

Nice To Haves

Bilingual proficiency in English and Spanish, both verbal and written.

Responsibilities

Provide day-to-day leadership and support to the customer service team to meet performance, quality, and service standards.
Mentor, coach, and train team members to improve individual and team effectiveness.
Oversee receipt and entry of purchase orders, modifications, adjustments, and changes, and ensure order accuracy through delivery to the customer.
Collaborate with Outside Sales, Production, Scheduling, Shipping/Logistics, and Design to meet delivery expectations.
Act as a front-line decision-maker for major or critical customer accounts.
Escalate and resolve complex customer inquiries, issues, and service requests in a timely and effective manner.
Identify process-improvement opportunities and lead initiatives to improve efficiency, accuracy, and customer satisfaction.
Develop, document, and maintain standard operating procedures and work instructions.
Foster a professional, positive, and customer-focused team environment.
Maintain proactive communication with internal stakeholders and external customers.
Perform Customer Service Representative responsibilities as needed to support assigned accounts and team workload.
Ensure compliance with company safety policies and Good Manufacturing Practices (GMP) guidelines.
Follow company policies, procedures, and regulatory requirements.
Perform other duties as assigned.