Customer Support Manager (onsite only

Overview

VIVO is a U.S. based company that designs, manufactures, and supplies a diverse selection of products across multiple markets. We create functional solutions that fit unsolved needs and improve the experience of every customer. Our team collaborates with factories around the world to design and build high-quality products, including computer monitor and TV mounts, TV carts, projector screens and mounts, height-adjustable desks, stand-to-sit desk mounts, computer cases, network cable solutions, and other categories.

• Manage a team of customer service representatives
• Develop internal policies and quality control procedures
• Create strategies to improve the customer service process and increase efficiency
• Ensure compliance with Amazon and other marketplace policies and metrics
• Maintain an updated training guide and oversee training of new employees
• Audit department metrics, monitor trends, and set strategy to achieve best practice
• Manage staff schedule and absences
• Lead monthly department meetings and follow up on action plans
• Lead program changes
• Collaborate with other departments to deliver the best customer experience
• Assist with customers during times of high volume or absence

3-5 years of Customer Support Management with a strong emphasis on technical skills and report management. Incumbent will have strong attention to detail and be a self-starter.

This position will be onsite in Goodfield, IL with working hours Monday – Friday from 8 a.m. to 5 p.m.

Benefits include medical insurance (free for the employee) or a health buy-out, dental insurance, vision insurance, short-term disability, life insurance, generous 401(k) match, PTO plus eight paid holidays, anniversary bonus, and performance-based bonuses.