Customer Service Manager

We are currently looking for Customer Service Manager to come on-board for a Full-Time, Direct Hire role with one of our Logistic Organizations in the Chicago Area (60143).

This person will drive and manage the performance of Customer Service Representatives, direct the Customer Service group with the primary objective of lending support to the Sales Force and / or manufacturing operations and helping the company to attain operational and profit objectives while providing excellent customer service internally and externally.

The ideal candidate will have 5-7+ years of relevant work experience in the Customer Service space. Managerial and Logistics industry experience would be a major plus.

Responsibilities :

• Build effective relationships with internal and external customers.
• Acts as a Liaison for our facilities and with the rest of our organization to ensure that all parties understand all customer expectations, including, but not limited to, any SLA (service level agreements), job requirements, schedule information, special instructions, and delivery expectations.
• Answering and tracking all incoming customer inquiries / issues, owning and closing the issue.
• Scheduling any pick-ups necessary for customers through the Operations group.
• Analyze customer schedules to ensure we will hit the requested delivery.
• Mentor / job shadow with all pertinent parties to ensure you are up to date with best practices and to continue the growth and development in your current role.

Job Knowledge & Requirements :

• Bachelor’s degree in a discipline related to functional work or role with 5-7 years of relevant work experience OR demonstrated ability to meet the job requirements through a comparable number of years of applicable work experience.
• Able to apply broad work experience and knowledge when analyzing complex problems.
• Must be able to consistently identify critical elements, variables, and alternatives to develop solutions.
• Must be able to organize / prioritize existing resources and incorporate new information, as needed, to implement the most effective solutions.
• Able to communicate clearly and courteously with those who need to know of decisions / actions / problems.

Requires excellent communication skills with the ability to state messages in a clear manner by using language that is easy for others to understand.

Able to explain programs, policies, and procedures in a language that is understood by others.

Must be able to modify communication style, both formal and informal, to match the appropriate level of the audience targeted.

Requires a strong understanding of the impact of a message on the organization or customer. Able to write with the clarity and precision necessary for the work being performed.

Please note : This position is not open to 3rd party c2c agencies. No visa sponsorship provided. All applicants must have permanent US work authorization and not require sponsorship now or in the future.

Locals / daily commuting distance only please; no remote or relocation.