Customer Service Manager (503)

Customer Service Manager

OSG USA, INC. is a leading manufacturer of taps, endmills, drills, and indexable cutting tools. OSG also serves the fastener industry by offering a complete line of thread rolling, flat, cylindrical, planetary, rack, and trim dies. The company markets its products to numerous industries, including automotive, die mold, aerospace, energy, heavy industry, and dental.

Position Summary:

We are seeking a Customer Service Manager to join our growing team! The Customer Service Manager is responsible for overseeing the daily operations of the customer service department, ensuring the satisfaction of OSG’s distributors and customers. Duties include communicating customer service objectives to customer service representatives and other department personnel, compiling data to assess the department's progress, and coordinating with upper management to enhance customer service objectives among their employees.

Job Functions for a Customer Service Manager:

• Hands-on, working manager to oversee the daily operations of the customer service department
• Manages a team of customer service and inside technical sales representatives to ensure high-quality service
• Develops and implements customer service policies and procedures
• Sets customer service goals for team members and guides team to reach goals
• Maintains an orderly workflow according to priorities
• Manages escalated customer complaints and provides resolution
• Comfortable in both a leadership and team-player role
• Monitors and analyzes team performance metrics and KPIs to identify areas for improvement and implement strategies to optimize performance.
• Implements regular coaching sessions to ensure continuous development and performance improvement.
• Provides customer support for any questions about orders, invoicing, general inquiries, product information, etc.
• Collaborates with other departments to ensure seamless communication and coordination in addressing customer issues and resolution.
• Appropriately handles all incoming calls, e-mails, and correspondence in a timely, knowledgeable, and efficient manner.
• Keeps ahead of industry’s developments and applies best practices
• Controls resources and utilizes assets to achieve qualitative and quantitative targets
• Keeps management team informed and updated on recurring topics, critical issues, and areas for improvement.
• Familiar with company products, standards, policies and procedures
• Provide additional upskilling or learning opportunities for team members
• Performs other allied duties as assigned by the manager
  
  
  

Qualifications for a Customer Service Manager:

• High School Diploma or equivalent and 4-5 years of relevant experience in customer support, client services, sales, or a related field
• Proven experience in a customer service management role
• Proficient in MS suite of products (Outlook, Excel, Word)
• Ability to think strategically and encourage team and staff; able to mentor and lead
• Advanced troubleshooting and multi-tasking ability
• Excellent English and grammar skills
• Must be knowledgeable in related business and have the ability to learn
• Professional telephone voice/manner with the ability to operate computer/telephone equipment and manage a multitude of tasks
• Excellent time management and prioritization skills
  
  
  

Preferred Qualifications for a Customer Service Manager:

• Bachelor’s degree in business or related field
• Similar industry knowledge/experience
• Experience with MS D365 a plus
  
  
  

Benefits: Excellent, Low-Cost Benefits

• 401K Tax Deferral & Profit Sharing Plan with full employer match up to 6%
• Comprehensive Premium PPO medical plan, dental and vision coverage
• Wellness Program Incentive - earn discounts on your medical premiums
• Flexible Savings Account (for medical and dependent care)
• Company-paid Employee Basic Life/Dependent Life Insurance
• Company-paid Short Term and Long Term Disability Insurance
• Begin accruing vacation immediately
• Up to 15 PTO days in your first year
• Up to 3 Flex days each year
• Ten paid holidays
• Tuition reimbursement program
• Employee Assistance Program
  
  
  

Reports to: VP-Marketing, eCommerce & Customer Success

Job Type: Full-time, Exempt

Hours: 8 a.m. – 5 p.m.

Location: 620 Stetson Avenue, St. Charles, IL 60174

We welcome the opportunity to speak with you about becoming part of our team. Learn more about OSG USA, Inc. at www.osgtool.com.