Customer Service Manager

A reputable company with over a century of heritage, originally established as a family-owned business, is seeking a Customer Service Manager.

The base salary is $60,000-$80,000, which may be negotiable based on experience.

This role involves leading a dedicated team that crafts high-quality products tailored to meet customer preferences. The company is distinguished for cutting out middlemen, thus providing products directly to consumers at significantly lower prices than traditional retailers.

The commitment to outstanding customer experiences and strong relationships is at the heart of our operations.

Position Overview:

The Customer Service Manager will oversee the customer service team, ensuring the delivery of premier service and support to our clients. This position requires a visionary leader adept at instilling a customer-first ethos, boosting customer satisfaction, and effectively resolving customer inquiries and issues.

Responsibilities:

• Lead, train, and manage a team of customer service representatives to ensure excellent service across various communication platforms.
• Develop and implement strategies to enhance the quality of customer service, improve team efficiency, and elevate customer satisfaction levels.
• Monitor team performance, provide regular evaluations, and offer feedback and coaching to enhance productivity and adherence to service standards.
• Ensure timely responses to customer inquiries, maintaining compliance with established response times and service levels.
• Create and enforce customer service policies to ensure consistent and reliable service.
• Analyze service metrics such as response times and resolution rates, and compile comprehensive reports on team performance and accomplishments.
• Cultivate a positive work environment that encourages maximum performance from team members.
• Work collaboratively with other departments to ensure that customer service efforts are aligned with overall business strategies.
• Manage complex customer service issues and escalations, devising solutions that consider both customer satisfaction and company policy.
• Represent customer perspectives and feedback to senior management to enhance product and service quality.

Qualifications:

• Bachelor’s degree in Business Administration, Communications, or a related field preferred.
• 3+ years of experience in a managerial role within customer service.
• Demonstrated leadership capabilities with a track record of supervising and inspiring team members.
• Exceptional communication and interpersonal skills, adept at managing difficult customer situations.
• Proficient in the use of CRM software, data analysis, and understanding performance metrics.
• Deep commitment to exceptional customer service and continuous improvement of customer engagement processes.
• B2C experience is a plus.
• Ability to commute to Vernon Hills daily.