Customer Service Manager

 Wood Dale, IL

Job ID:
9654
Job Title:
Customer Service Manager
City & State:
Wood Dale, IL
Job Region:
Midwest
Seniority:
Manager/Team Lead/Supervisor
Business Unit:
Manufacturing & Production
Service Offering:
Equipment Leasing & Sales

Our client is a global leader in offering laboratory equipment and services to biopharmaceutical, life sciences, academic, healthcare and government markets. Through 50 years of life science innovation their biomedical division has established a reputation as a premier supplier of precision equipment. They offer one of the industry's most sophisticated refrigeration compressor designs, superior ultra-low temperature and cryogenic freezers, biomedical refrigerators, incubators, plant growth chambers and biological safety cabinets.

Customer Service Manager
The Customer Service Manager will supervise and manage the Order Fulfillment Group to ensure high levels of customer satisfaction. This position will be responsible for the overall performance of the customer service representative team.

Job Type: Full-time/ Hybrid

Responsibilities:

  • Direct the daily activities of the customer service team, prioritizing and balancing workloads.
  • Ensure timely processing of quotes, sales orders, rebates, commissions, and other activities related to customer service.
  • Identify and provide necessary coaching/training to staff members.
  • Provide periodic reviews, both formal and semi-annual performance reviews.
  • Ensure team has all resources and tools available to perform tasks and to provide excellent service to the customers, both internally and externally.
  • Verify time and attendance, PTO approval.
  • Update and/or develop and implement customer service policies and procedures.
  • Create, publish, and monitor metrics/KPI’s for departmental performance.
  • Track and perform root cause analysis on customer complaints related to customer service. Measure occurrences and report for tracking and improvement.
  • Hire and train all new customer service representatives.
  • Lead monthly and ad-hoc customer service meetings to communicate department goals, achievements, and discuss areas for process improvement.
  • Work with IT to resolve system problems affecting the Customer Service Representatives.
  • Conduct price analysis: input and verify overrides as required.
  • Administrator the approval software program. Interface with software providers to help solve program problems as needed. Conduct daily review/audit of the system to ensure criteria are met. Add all new users as well as all new models, costs, and price changes as needed
  • Perform daily tracking of sales orders and related information to ensure shipment of orders.
  • Track consigned goods. Interface with independent sales reps, and customers regarding delivery, damage, and availability issues.
  • Approve customer set-ups, RFAs, and expenses such as office supplies and related.
  • Manage the government bid process.
  • Prepare and distribute business reports to the sales and management team for tracking sales objectives. Use data to determine if weekly/monthly objectives will be met and work with management to offer options to achieve sales objectives.
  • Sets forecast calculation and report progress during the month.
  • Perform other related duties as assigned.
Experience:
  • Bachelor’s degree in Business or related field.
  • 5 years prior experience in managing a team – supervising, mentoring, and coaching.
  • Broad business knowledge of all functions of an organization.
  • Microsoft Dynamics AX experience highly desirable.
  • Proficient in standard applications, such as Microsoft office suite.
  • Life Science industry experience is helpful but not necessary.
  • Experience working with sales reps and end users.
  • Strong drive to achieve customer satisfaction.
  • Excellent written and verbal communication skills.
  • Ability to solve escalated problems in a customer-friendly way.
  • Independent thinker.
  • Ability to work in a fast-paced environment.

This position offers a competitive base salary.

Related to: Shipper, Manufacturer, Distributor, Distribution, Fulfillment, Supply Chain, Supply Chain Operations, Distribution Center, Fulfillment Center, Warehouse, Logistics, Temperature-controlled, Refrigerated Production, Refrigerated Storage, Refrigerated Distribution, Temperature Range, Frozen, Shelf Life, Fresh, Cool Cargo, Cargo, Perishable, Customer service, client relationships, customer relationships, client growth, maintain clients, account maintenance, build relationships, grow clientele, grow business, RFP, RFQ, generate sales, Manager, Management, Supervisor, Team Lead, Team Management, Middle Management