Customer Service Department Manager

Uline Inc., a leading North American distributor, seeks a Customer Service Department Manager to lead a high-performing team in our fast-paced wholesale trade environment. In this on-site role, you will oversee daily operations, ensuring prompt, accurate support for business customers across industries. Partnering closely with sales and warehouse teams, you'll monitor KPIs, streamline processes, and resolve escalations. You will hire, train, and coach staff, driving a culture of accountability, efficiency, and exceptional service while supporting Uline's continued growth and advancement opportunities.

Responsibilities

• Lead and develop customer service supervisors and representatives to meet performance goals.
• Monitor service metrics and implement process improvements to enhance customer satisfaction.
• Collaborate with sales, operations, and warehouse teams to resolve complex customer issues.
• Oversee staffing, scheduling, and workload planning for the customer service department.
• Standardize procedures and ensure adherence to company policies and service standards.
• Use data and reports to track KPIs, identify trends, and recommend operational improvements.
• Support training, coaching, and performance reviews to build a high-performing team.
• Escalate and resolve high-impact customer situations promptly and professionally.

Required Skills

• Customer service management
• People leadership
• Call center operations
• KPI and metrics analysis
• Process improvement
• Workforce planning and scheduling
• Escalation management
• CRM systems
• Cross-functional collaboration
• Performance coaching