Customer Service Manager

nVenia, located in Wood Dale, IL, is a packaging machinery manufacturing and service organization widely known to have the widest selection of packaging technology under one roof and is dedicated to providing our distributors and end-users the highest quality product and support. nVenia brings Duravant packaging leaders Arpac, Hamer-Fischbein and Ohlson Packaging together to create next-level packaging equipment integration and innovation.

One name, in one location, with one shared focus: our customers and the problems we need to solve.

We are seeking an experienced and results-driven Manager of Customer Servic
e to lead our customer service representative (CSR) team. This role is responsible for overseeing day-to-day operations of a mid-sized call center environment, developing and coaching a high-performing team, and driving exceptional customer experiences in a complex, engineered-to-order (ETO) manufacturing environment
. The ideal candidate brings a deep understanding of custom order processes, variable lead times, and technical product inquiries — and knows how to build a team that handles them with confidence and care.

• Lead, coach, and develop a team of Customer Service Representatives in a call center environment of 15–25 agents
• Set clear performance expectations, conduct regular 1:1s, and deliver timely, constructive performance reviews
• Develop and implement training programs to improve product knowledge, order management proficiency, and customer communication skills
• Foster a positive team culture grounded in accountability, continuous improvement, and customer focus

• Manage daily call center operations including staffing, scheduling, queue management, and escalation handling
• Monitor and analyze key performance metrics (AHT, FCR, CSAT, abandonment rate, SLA adherence) and drive improvement initiatives
• Develop and maintain standard operating procedures (SOPs) and call-handling guidelines
• Partner with IT and operations leadership on telephony platforms, CRM systems, and workforce management tools

• Serve as the customer-facing escalation point for complex order inquiries, including lead time, configuration changes, order status, and technical clarifications
• Collaborate closely with engineering, production planning, sales, and logistics teams to manage customer expectations and resolve order issues proactively
• Ensure CSRs are equipped to communicate order timelines, change order implications, and customization constraints clearly and accurately
• Champion process improvements that reduce order-related friction and improve on-time delivery communication

• Own the customer satisfaction program including CSAT/NPS tracking, feedback analysis, and action planning
• Identify trends in customer complaints and order issues; surface root causes and drive cross-functional corrective actions
• Lead or support implementation of new tools, processes, or systems that improve CSR efficiency and customer experience

• 5+ years of progressive customer service experience, with at least 2 years in a management or supervisory role
• Demonstrated experience managing teams in a mid-sized call center environment (15–50 agents)
• Background in an engineered-to-order, configure-to-order, or custom manufacturing business
• Strong understanding of order management life cycles, including quoting, order entry, production coordination, and delivery
• Proven track record of building and developing high-performing customer service teams
• Proficiency with CRM and call center platforms (e.g., Salesforce, Zendesk, Five9, Genesys, or similar)
• Excellent written and verbal communication skills; able to translate technical details into clear customer-facing language
• Strong analytical skills with experience using call center metrics to drive performance and process improvements

• Experience in an industrial, machinery, packaging, capital equipment, or similarly technical product environment
• Familiarity with ERP systems (SAP, Oracle, Epicor, Infor, or similar) and order management workflows
• Bachelor’s degree in Business, Operations, Communications, or related field — or equivalent combination of education and experience
• Six Sigma, Lean, or other continuous improvement training a plus

• nVenia offers a competitive benefits package for all full-time employees, including:
  Medical, Dental, and Vision Coverage
• Flexible Spending Accounts (FSA) or Health Savings Accounts (HSA), when allowed by tax law
• Paid life insurance and disability insurance, with options to purchase additional coverage
• Paid Maternity/Paternity Leave
• Optional coverages:
  Long-term Care, Accident Insurance, and Critical Illness Insurance