Customer Service Manager

Customer Service Manager

Employment Type:

Full Time Work Arrangement:
Fully Onsite About the OpportunityTEKsystems is looking to help a client hire an experienced Customer Service Manager to lead a customer focused operations team and help strengthen the overall customer experience.

This is a leadership role for someone who enjoys developing people, improving processes, solving complex customer issues, and using data to drive better business outcomes. The Customer Service Manager will oversee key activities across the customer lifecycle, including quotations, order management, shipment coordination, invoicing, and customer communication.

The ideal candidate brings a combination of people leadership, customer service operations, process improvement, and ERP experience within a fast paced operational environment.

Key Responsibilities Lead, coach, and develop a customer service operations team.

Create a customer first culture focused on responsiveness, accuracy, accountability, and service.

Oversee customer activities from quotation and order entry through shipment and invoicing.

Serve as an escalation point for complex customer issues and ensure problems are resolved quickly and effectively.

Identify root causes behind recurring issues and implement sustainable solutions.

Establish team goals, performance expectations, training programs, and development plans.

Monitor key performance indicators related to customer satisfaction, delivery, invoicing accuracy, quality, and overall service performance.

Analyze operational data to identify trends and opportunities for improvement.

Lead continuous improvement initiatives designed to increase efficiency, reduce errors, and improve the customer experience.

Apply Lean, Six Sigma, root cause analysis, or similar methodologies to improve processes.

Maintain standardized processes, documentation, workflows, and team coverage.

Support ERP data accuracy and identify opportunities to improve system related processes.

Partner closely with Sales, Logistics, Supply Chain, Accounting, IT, and senior leadership.

Support inventory activities, quality initiatives, and internal and external audits.

Qualifications7+ years of progressive experience in customer service, customer operations, operations, logistics, supply chain, or a related field.
3+ years of people leadership experience.

Demonstrated experience coaching, developing, and holding teams accountable.

Strong background in customer service operations and process improvement.

ERP experience required, with SAP experience strongly preferred.

Experience with Lean, Six Sigma, continuous improvement, or root cause analysis strongly preferred.

Experience working with inventory, logistics, supply chain, order management, or fulfillment processes.

Experience establishing and managing KPIs and using data to drive operational decisions.

Exposure to quality management systems, audits, or ISO 9001 environments is a plus.

Strong Microsoft Office skills, particularly Excel.

Excellent communication, problem solving, organization, and cross functional leadership skills.

Bachelor's degree in Business, Operations, Supply Chain, or a related discipline required. MBA is a plus.

Why Consider This Opportunity?

This is an opportunity to join an established organization where leaders have the ability to make a meaningful impact.

The company offers an environment focused on:

Leadership:
Own an important customer facing operation and develop a high performing team.

Impact:
Improve processes that directly affect customers and business performance.

Career Growth:
Join an organization that values professional development and internal growth.

Collaboration:

Work closely with leaders across Sales, Operations, Supply Chain, Finance, and Technology.

Continuous Improvement:
Help shape processes, workflows, systems, and performance standards rather than simply maintaining the status quo.

Stability:

Join an established organization with a strong reputation and long term focus.

Job Type & Location This is a Permanent position based out of Rosemont, IL.Pay and Benefits The pay range for this position is $90000.00 - $130000.00/yr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Why Work Here?

Join an established organization that offers the stability of a long standing business with opportunities to grow, contribute,…