This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/13538151

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POSITION DESCRIPTION

POSITION TITLE:

Customer Service Manager

REPORTS TO:

Vice President of Lifecycle Services

LOCATION:

Wood Dale, IL

DEPARTMENT:

Lifecycle Services

POSITION TYPE:

Regular Full-time

DATE:

June 2026

FLSA STATUS:

Exempt

Non-Exempt

This position description identifies the major responsibilities of this job. It does not include all aspects of the position such as the potential additional duties assigned by supervisors and the requirement for flexibility in helping others for the company\'s overall benefit.

POSITION SUMMARY

We are seeking an experienced and results-driven Manager of Customer Service to lead our customer service representative (CSR) team. This role is responsible for overseeing day-to-day operations of a mid-sized call center environment, developing and coaching a high-performing team, and driving exceptional customer experiences in a complex, engineered-to-order (ETO) manufacturing environment. The ideal candidate brings a deep understanding of custom order processes, variable lead times, and technical product inquiries and knows how to build a team that handles them with confidence and care.

ESSENTIAL RESPONSIBILITIES

Team Leadership & Performance Management

Lead, coach, and develop a team of Customer Service Representatives in a call center environment of 1525 agents

Set clear performance expectations, conduct regular 1:1s, and deliver timely, constructive performance reviews

Develop and implement training programs to improve product knowledge, order management proficiency, and customer communication skills

Foster a positive team culture grounded in accountability, continuous improvement, and customer focus

Call Center Operations

Manage daily call center operations including staffing, scheduling, queue management, and escalation handling

Monitor and analyze key performance metrics (AHT, FCR, CSAT, abandonment rate, SLA adherence) and drive improvement initiatives

Develop and maintain standard operating procedures (SOPs) and call-handling guidelines

Partner with IT and operations leadership on telephony platforms, CRM systems, and workforce management tools

Engineered-to-Order Customer Support

Serve as the customer-facing escalation point for complex order inquiries, including lead time, configuration changes, order status, and technical clarifications

Collaborate closely with engineering, production planning, sales, and logistics teams to manage customer expectations and resolve order issues proactively

Ensure CSRs are equipped to communicate order timelines, change order implications, and customization constraints clearly and accurately

Champion process improvements that reduce order-related friction and improve on-time delivery communication

Customer Experience & Continuous Improvement

Own the customer satisfaction program including CSAT/NPS tracking, feedback analysis, and action planning

Identify trends in customer complaints and order issues; surface root causes and drive cross-functional corrective actions

Lead or support implementation of new tools, processes, or systems that improve CSR efficiency and customer experience

POSITION SPECIFIC COMPETENCIES

People Leadership inspires trust, develops talent, and holds teams accountable with consistency and fairness

Customer Orientation relentlessly focused on delivering a positive customer experience even in complex, technical situations

Operational Discip

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