Manager, Customer Service

Location: Aurora, IL

Division: Contract

Job Posting

Title:

Manager, Customer Service

Time Type: Full Time

Manages and builds the relationship with the clients at the site level while maintaining a working knowledge of the overall performance of the operation. Responsible for the optimal preparation, administrative follow‑up and securing of the inbound, picking, packing, VAL and outbound process and the communication about these with the clients and internal stakeholders while meeting the client’s SOP. This includes overseeing the work and output of any Team Leaders in the department.

The Manager is the escalation point to resolve any client requests or complaints that cannot be handled by representatives. Additionally, the Manager is expected to become a subject‑matter expert on the company's specific product offerings and processes, as well as on the industry in general.

• Familiarize with clients, key contacts, and unique requirements.
• Deploy and improve existing policies and procedures by effectively managing and guiding supervisors and customer service representatives.
• Work with the Operations Manager to ensure the operation meets targeted service levels—spot quotes, booking capture, shipment monitoring, billing issue resolution, service metric monitoring, reporting, data entry.
• Work with site leaders to meet all KPI targets.
• Handle highest priority escalation phone calls and coordinate multiple teams and departments.
• Conduct staff meetings to review daily/weekly work activities and pursue continuous improvement.
• Guide staff and assign tasks to customer service staff.
• Foster career development, best practices, and optimal morale.
• Relay consistent issues to the General Manager in a timely manner.
• Monitor changes in logistics processes and intervene during disruptions.
• Coordinate between CS team and other internal teams.
• Calculate production costs and provide input for invoice creation.
• Provide input for annual budget.
• Setup and maintain process flows and working instructions for new customer implementations or revised agreements.
• Continuously improve processes and services.
• Maintain internal and external communication regarding escalations, customer visits, specific needs, complaint handling, status updates, cycle counting, quality topics, and commercial topics.
• Manage exceptional operational customer challenges or requests (e.g., large volume changes).
• Organize operational review meetings and business review meetings with key customers.
• Participate in contract discussions/negotiations.
• Supervise execution from qualitative and quantitative perspectives and initiate corrective actions when needed.
• Coordinate staffing of the CS department.
• Conduct staff performance review meetings.

• Work overtime as dictated by business, whether mandatory or voluntary.
• Perform other duties as assigned.

• Lead, develop, and coach a team of 10–15 employees.

Education and/or Experience

• High school diploma or GED.
• 2 years’ experience in a leadership role involving customer service.
• Experience as a Logistics Service Provider Department Manager and complete understanding of the full range of logistics services.
• Ability to work in unregulated temperatures within the warehouse during winter and summer months.

Computer Skills

• Basic knowledge of Warehouse Management Systems.
• Proficiency in MS Office applications.

Language Skills

Proficiency not specified; general communication skills required.

Mathematical Skills

• Intermediate to advanced level required in accounting and financial mathematics related to managing a P&L and preparing site/operational budgets.

Other

• Excellent communication skills; able to deal with clients tactfully and efficiently.
• Clear and articulate on the phone and in person with strong writing and presentation abilities.
• Handle conflict and pressure, set priorities, maintain a positive customer service image under difficult conditions.
• General understanding of Supply Chain Management and Logistics industry.
• Demonstrated competency in customer service, dealing with complexity,…