A wholesale & Distributor and infomercial company located in Libertyville, IL is looking for a Customer Service Manager position. The Customer Service Manager is primarily responsible for delivery and execution of exemplary customer service to the hiring company’s customers. Through oversight and clear direction, the manager’s organization is responsible for the execution of service levels that meet or exceed company standards and that embrace operational excellence.

Key Responsibilities:

• Lead and develop frontline and supervisory staff
• Drive the customer experience through excellence in service and responsiveness.
• Set and achieve Customer Service department goals and results by using best practice leadership and management
principles, and ensuring adherence to organizational procedures, policies, and systems.
• Ensures integrity of the order management system, processes, and reporting
• Promotes and maintains effective cross-functional communication to provide timely resolution of customer orders and
delivery problems, and to ensure system operating integrity.
• Provides/monitors motivational programs and incentive programs to ensure effectiveness in sales generation and
customer service throughout the call center
• Monitors work environment issues impacting the performance and/or moral of Call Center Staff
• Works across the organization to define and advise on business trends and issues encounters by the end customer as
represented by the customer service team
• Other duties and projects as needed

Desired Skills and Experience

• Bachelor’s degree or equivalent combination of education and experience
• 7+ years of experience in customer service, including a minimum of 2+ years of customer service management experience
in a progressive, innovative environment.
• Experience overseeing multi-channel customer service; calls, chat, email, social media and back office is highly desirable.
• Must have strong business and financial acumen to manage budget goals
• Strong analytical skills
• Must have proven track record of relationship building with both internal and external customers.
• Demonstrated team leadership including coaching and mentoring experience.
• Excellent problem solving and written and verbal communication skills.
• Experience recruiting and staffing in a seasonal business is a plus.
• A strong desire to continually improve processes while maintaining customer flexibility.
• Must be organized, detail oriented and a strategic thinker.

Benefit and Salaries

• Health Insurance
• Paid Vacation
• Additional Benefits will be discussed
• Salary will be DOE

Contact Information:

iseeconsulting114@gmail.com