Senior Customer Service Manager

Uline • Gainesville, GA

4d • Onsite

About The Position

The Senior Customer Service Manager oversees day-to-day operations of a contact center with more than 90 employees, including front-line production and back-office operations. The role leads and develops managers, team leads, and representatives to deliver exceptional customer service and foster company culture. It also monitors performance metrics, recommends improvements, and manages recruiting, retention, motivation, performance reviews, and coaching.

This is an on-site position at Uline’s Georgia Branch in Braselton, Georgia. Relocation assistance is available for qualified candidates. New hires must complete a pre-employment hair follicle drug screening.

Requirements

• Bachelor’s degree.
• At least 5 years of experience in customer service operations and/or management.
• Demonstrated leadership skills to coach, develop, and motivate a high-performing team.
• Effective communication with the team, colleagues, management, and other departments.

Responsibilities

• Manage day-to-day contact center operations for a workforce of 90+ people, including front-line production and back-office operations.
• Guide and develop managers, team leads, and representatives to deliver exceptional customer service and foster company culture.
• Review daily and weekly reports to monitor performance metrics and recommend improvements.
• Recruit, retain, and motivate staff to support high levels of customer service.
• Manage personnel matters, including performance reviews and coaching.

Benefits

• Complete health insurance coverage.
• 401(k) with 6% employer match starting day one.
• Multiple bonus programs.
• Paid holidays and generous paid time off.
• Tuition Assistance Program covering professional continuing education.
• First-class fitness center and walking trails.
• Relocation assistance for qualified candidates.

What This Job Offers

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