Manager, Customer Service - Alloyd

TOPPAN Packaging Americas • DeKalb, IL

8d • Onsite

About The Position

The Manager, Customer Service is responsible for overseeing the customer service department, ensuring excellent customer experiences, and leading a team of customer service representatives. This role involves developing and implementing customer service policies, managing daily operations, and driving continuous improvement in service delivery.

Requirements

• Prefer Bachelor's degree in Business Administration, Management, or a related field.
• 5+ years of experience in customer service, with at least 2 years in a supervisory or managerial role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Problem-solving and conflict resolution abilities.
• Proficiency in customer service software and tools.
• Ability to analyze data and generate reports.
• Customer-focused mindset with a passion for delivering exceptional service.

Responsibilities

• Lead and manage the customer service team to ensure high levels of customer satisfaction.
• Develop and implement customer service policies and procedures to enhance service quality.
• Monitor and analyze customer service metrics to identify areas for improvement.
• Handle escalated customer issues and resolve them in a timely and effective manner.
• Train and mentor customer service representatives, providing guidance and support.
• Collaborate with other departments to ensure a seamless customer experience.
• Prepare and present reports on customer service performance to senior management.
• Stay updated on industry trends and best practices to continuously improve service delivery.

Benefits

• Medical, dental, and vision coverage for you and your dependents, including FSA and HSA options
• 401(k) retirement plan with company match
• Wellbeing tools and resources to support holistic health, including an Employee Assistance Program with a variety of services
• Paid time off and holidays to recreate, rejuvenate and care for the health of yourself and family
• Variety of company paid and voluntary employee-paid insurance plans including life, personal accident, and disability insurance
• Tuition reimbursement

What This Job Offers

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