Customer Service Manager

2 weeks ago

Bensenville, United States Midwest Goods Inc. Full time

**Location**:Bensenville, IL (On-Site)

**Schedule**: Monday - Friday 8:00 AM - 5:30 PM *additional hours as needed

**Status**: Full-time (Exempt)

**Compensation**: Starting at $75K Annually

**$300 Sign-On Bonus After The Completion of the 90-Day Probationary Period**

The Position of Customer Service Manager has primary responsibilities which include overseeing the customer service team to ensure exceptional service delivery. This involves monitoring team performance, handling all customer inquiries or complaints by giving white glove service, and implementing strategies to improve customer satisfaction and retention. You are also responsible for developing and implementing customer service policies and procedures, training, and mentoring team members, and maintaining high standards of service quality. Additionally, you play a key role in analyzing customer complaints and work with various teams on the data to identify the pain points, areas for improvement and implementing solutions to resolve the issues and enhance the overall customer experience.

**Key Responsibilities**:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Provide leadership and guidance to the customer service team, ensuring they deliver excellent service and meet performance targets.
- Handle escalated customer inquiries or complaints, working to resolve issues promptly and to the customer's satisfaction.
- Develop and implement customer service policies and procedures to ensure consistency and quality in service delivery.
- Train, mentor, and coach customer service representatives to enhance their skills and competencies in handling customer inquiries and escalations effectively.
- Oversees customer calls to observe employee’s technical accuracy and compliance with the company policy and standards.
- Monitor team performance metrics and KPIs to identify areas for improvement and implement strategies to optimize performance. Schedule monthly meeting with upper management to go over the KPI report.
- Analyze customer feedback and data to identify trends, recurring issues, and areas for improvement in service delivery.
- Collaborate with other departments, such as office and operations, to ensure seamless communication and coordination in addressing customer issues and resolving them promptly.
- Ensure adherence to quality standards in customer interactions and service delivery, implementing measures to maintain and improve service quality.
- Develop strategies to enhance the overall customer experience, anticipating and addressing customer needs proactively.
- Leads department meetings to discuss current updates and/or action plans and requests recommendations/suggestions from the department employees.
- Communicate with Senior Management and Prepare reports on customer service performance, trends, and issues, and maintain documentation of customer interactions and resolutions for reference and analysis.
- Perform other duties as assigned by the Senior Operations Manager.

**Skills & Experience**:

- Bachelor’s degree in business administration, Communications or Related Field (preferred)
- Three to four years of related experience and or training, or equivalent combination of education and experience.
- At least two years of supervisory experience in a related field.
- Must have intermediate computer skills and proficient with Microsoft Office including Word, Excel, and knowledge of Google‐based programs such as google sheets/Docs.
- Previous Experience with Customer Relationship Management or Ticketing System.
- Previous Experience with E-Commerce Platforms and warehouse management systems preferred.
- Experience with Vape products or electronic cigarettes is a plus but not required.
- Customer/Client Focus.
- Problem Solving/Analysis
- Able to multitask and work on several complex issues while maintaining a high degree of accuracy.

**Supervisory Responsibility**:
This position has supervisory responsibilities.

**Work Environment**:
This job operates in an office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

**Physical Demands**:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

This is largely a sedentary role and the employee must be comfortable with sitting in front of a computer for an extended period. Some filing might be required; this would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.

**Position Type/Expected Hours of Work**:
This is a full-time position, 40 hours per week. *additional hours as needed

**Travel**:
No travel is expected for this position.

**Work Authorization**:
Must have legal authorization to work in the United States.

**What We Offer**
- Annual Performance Review-Up to 3% at 90-

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