Customer Service Manager

Location: Batavia Type: Full-Time | Evaluation to Hire

Lead. Improve. Deliver Exceptional Customer Service.

Are you a customer service leader with experience in a manufacturing environment? Do you thrive on developing teams, solving customer challenges, and collaborating across departments to drive results? If so, we'd like to talk with you.

Our client is seeking an experienced Customer Service Manager to lead a customer-focused team while serving as a key partner to Operations, Production, Quality, Shipping, and Sales. This role is responsible for ensuring exceptional customer experiences, improving processes, and developing a high-performing customer service department.

What You'll Do

• Lead and manage the daily operations of the Customer Service Department.
• Coach, develop, and support Customer Service Representatives.
• Serve as the primary escalation point for customer concerns and service issues.
• Partner with Operations, Production, Quality Assurance, Shipping, and Sales teams to ensure customer expectations are met.
• Monitor customer orders, inquiries, shortages, discrepancies, credits, and reorders.
• Develop and improve workflows, procedures, and customer service best practices.
• Ensure accurate order processing and data management within ERP systems.
• Communicate production delays, shipment updates, and order status information to customers.
• Participate in hiring, onboarding, training, performance management, and employee development.
• Drive continuous improvement initiatives to enhance customer satisfaction and operational efficiency.

Qualifications

• 5+ years of customer service experience.
• Previous leadership or management experience.
• Manufacturing, packaging, food production, or industrial experience preferred.
• Experience working within ERP systems.
• Strong communication, organizational, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience collaborating across multiple departments to achieve business objectives.

What We're Looking For

✅ Proven leadership skills

✅ Customer-focused mindset

✅ Strong relationship builder

✅ Process improvement experience

✅ Ability to resolve customer issues with professionalism and urgency

✅ Experience working in a manufacturing environment

Why Consider This Opportunity?

• Join a growing and stable organization.
• Make a significant impact on customer satisfaction and operational performance.
• Lead a team and help shape department processes and best practices.
• Work closely with senior leadership and key decision-makers.
• Competitive compensation and benefits package.

Interested in learning more?

Contact:

Carolyn Chiovino
Express Employment Professionals - North Aurora

630-429-9113
Carolyn.Chiovino@ExpressPros.com