Customer Service Manager

Top Job

Located in Batavia, IL

Salary: $80,000 - $90,000

A company in Batavia, IL is seeking a Customer Service Manager to join their team!!

 

Evaluation To Hire Opportunity

Pay: $80,000 - $90,000

 

Job Summary

The Customer Service Manager is responsible for leading and overseeing the daily operations of the Customer Service Department. This position ensures exceptional customer service through effective leadership, employee development, process management, and cross-functional collaboration. The Customer Service Manager accomplishes customer service objectives by training employees, communicating job expectations, and fostering a customer-focused culture.

This role serves as the primary escalation point for customer concerns, working to resolve issues directly or escalating them to the Operations Manager as appropriate. The Customer Service Manager partners with leaders across Operations, Production, Quality Assurance, Shipping, Sales, and other departments to ensure alignment, improve processes, and support organizational objectives.

The Customer Service Manager maintains customer satisfaction by providing problem-solving resources, leading the development of workflows, processes, procedures, and documentation, and ensuring efficient customer interactions. This position monitors customer requests, acts as a liaison between customers and internal departments, and directs and coordinates customer service activities personally or through subordinate employees.

Essential Duties and Responsibilities:

·         Oversee the daily workflow and operations of the Customer Service Department.

·         Accomplish customer service objectives through effective employee training, coaching, and communication of job expectations.

·         Conduct regular team meetings, establish meeting agendas, and coordinate resources necessary for team success.

·         Serve as the primary escalation point for customer concerns and service issues, resolving matters directly or escalating as needed.

·         Partner with management-level peers across Operations, Production, Quality Assurance, Shipping, Sales, and other departments to ensure organizational alignment and continuous improvement.

·         Lead the development and maintenance of workflows, procedures, documentation, and customer service best practices.

·         Monitor customer requests and act as a liaison between customers and internal departments to ensure timely resolution.

·         Manage customer inquiries, complaints, reorders, credits, shortages, discrepancies, and service-related issues.

·         Coordinate with Sales personnel regarding order pricing, customer information, and delivery schedules.

·         Confirm Production, Quality Assurance, and Shipping statuses before identifying orders as ready for shipment.

·         Communicate shortages, discrepancies, pending shipments, production delays, and other issues that may affect customer deliveries.

·         Ensure accurate order processing, data entry, and maintenance within ERP/PRMS and related systems.

·         Train and support employees in customer service processes, systems, and company procedures.

·         Attend internal meetings to maintain awareness of production schedules, inventory levels, operational challenges, and customer commitments.

·         Maintain files, reports, schedules, and records related to products, pricing, services, customer accounts, and departmental performance.

·         Prepare and review departmental reports, records, and documentation to ensure accuracy and compliance.

·         Foster a positive and productive work environment by maintaining harmony among employees and resolving workplace concerns.

·         Recommend and implement initiatives designed to improve employee engagement, productivity, service levels, and customer satisfaction.

·         Support Operations, Production, and continuous improvement initiatives across the organization.

·         Participate in cycle counts and physical inventory activities as required.

·         Promptly investigate and report inventory discrepancies and related issues.

·         Ensure compliance with Good Manufacturing Practices (GMP), Good Documentation Practices (GDP), Standard Operating Procedures (SOPs), and all company policies and procedures.

·         Maintain clean, safe, and organized work areas utilizing 5S principles.

·         Demonstrate and promote punctuality, professionalism, accountability, teamwork, and regular attendance.

·         Directly supervises Customer Service Representatives and other assigned personnel.

·         Conducts performance evaluations and provides constructive feedback and coaching.

·         Handles disciplinary actions and employee terminations in accordance with company policies.

·         Assists with interviewing, hiring, onboarding, training, scheduling, and employee development.

·         Maintains employee attendance and timekeeping records for payroll purposes in accordance with Human Resources and Accounting policies.

·         Perform other duties as assigned.

 

 

Requirements:

 

• Authorized to work in the United States.
• Background check and drug screen required.
• High school diploma or equivalent.

·         Minimum of 5 years of experience in Quality Control, preferably within the bindery, printing, or manufacturing industry.

·         Proficient with Microsoft Office Applications or related software, Manufacturing software and Order processing systems.

·         Strong leadership and team development skills.

·         Strong verbal and written communication skills

• Detail oriented and self-motivated with proficient computer skills.
• Expectational customer service and conflict resolution ability.

·         Ability to manage multiple priorities in a fast-paced at times stressful environment.

·         Ability to collaborate effectively with all levels of the organization.

·         Ability to prioritize tasks and to delegate them when appropriate.

• Dependable and reliable.
• Ability to perform repetitive tasks for extended periods.
• Ability to sit, stand, and walk throughout the shift.
• Ability to sit, lift, stand, bend, push, pull, and reach occasionally.

Work Environment:

• Primarily office-based environment with frequent interaction with Production, Warehouse, Quality Assurance, and Shipping personnel.
• The work environment may include exposure to loud noise, moving machinery, and other normal manufacturing and warehouse hazards.
• Must follow all applicable safety procedures, PPE requirements, and company policies.

 

Benefits:

·         Medical Insurance: Blue Cross Blue Shield of Massachusetts, with the option of an HSA-eligible BCBS plan.

·         Dental Insurance: Affordable coverage through Delta Dental.

·         Vision Insurance: Affordable coverage through VSP.

·         Flexible Spending Account (FSA): Available for eligible medical expenses, allowing employees to use pre-tax dollars.

·         Vacation: First-year vacation is prorated. Beginning in the second year, employees receive two weeks of vacation.

·         Sick Time: First-year sick time is prorated. Thereafter, employees receive 40 hours annually.

·         Paid Holidays: 11 paid holidays per year.

·         Short- and Long-Term Disability Insurance: Provided through The Hartford to help provide income protection during qualifying periods of disability.

·         Life, Dependent Life & AD&D Insurance: CCL Labels provides Life and AD&D insurance to eligible employees at no cost. Employees may also purchase additional voluntary Life and AD&D coverage for themselves and/or their dependents.

·         401(k) Contribution: CCL contributes 2% of eligible earnings regardless of employee contributions.

 

Please reach out to Express Employment Professionals North Aurora at 630-429-9113.

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