Customer Service Manager in Elgin, Illinois at Ebco Inc

Job Overview

The Customer Service Manager will lead our Account Management Department and mentor our Account Management Team with a focus on providing world-class customer service. The Customer Service Manager has overall responsibility for the performance of the Account Management Department. Additional responsibilities will include entering customer orders and forecast on a weekly basis, managing customer open orders, resolving issues, facilitating customer requests, and coordinating on-time delivery. The Customer Service Manager will work to build and maintain a win-win relationship with customer contacts through both phone and email correspondence and help solve day-to-day issues.

Job Functions

Leadership, Resources, & Team Development

• Foster a customer centric, results driven culture emphasizing ownership, responsiveness, and cross functional collaboration
• Develop talent through coaching, performance management, succession planning, and clear career development pathways
• Align individual goals with team and company objectives; conduct performance reviews and provide ongoing feedback
• Evaluate staffing needs, allocate workload effectively, maintain cross training depth, and ensure coverage and continuity
• Serve as the senior escalation point for complex customer issues and act as the voice of the customer in cross functional leadership discussions
• Act as the “voice of the customer” at the leadership level, representing customer impact in cross functional discussions

Operational Management & Daily Execution

• Lead and oversee day to day Account Management and customer service operations across all service channels
• Ensure timely, professional customer communication and effective resolution of escalations and complaints
• Build strong cross functional partnerships to resolve service issues impacting the customer experience
• Manage team capacity and workload to maintain service continuity during demand fluctuations or disruptions
• Ensure operational readiness during supply constraints, system outages, logistics challenges, or customer transitions

Strategy, Planning & Performance Management

• Develop, refine, and enforce customer service policies, procedures, and operating standards
• Establish service goals and performance metrics; analyze results and coach the team toward continuous improvement
• Translate customer feedback and performance data into actionable insights and recommendations for leadership
• Identify growth opportunities, operational efficiencies, and cost to serve reduction initiatives.
• Lead customer related transformation efforts, including technology improvements and service model enhancements, in partnership with cross functional teams

Customer Service & Experience Ownership

• Own the end to end customer service experience, ensuring consistent, professional handling of inquiries and escalations
• Define and maintain customer communication standards for delays, disruptions, pricing changes, and policy updates
• Champion proactive communication to manage expectations and minimize surprises
• Strengthen long term customer relationships through effective service recovery, accountability, and continuous improvement

Process Improvement & Risk Management

• Identify systemic service issues and customer risk drivers through root cause analysis and trend reporting
• Lead continuous improvement initiatives to improve efficiency, reduce errors, and lower cost to serve
• Partner cross functionally to proactively identify and mitigate customer risks related to supply, invoicing, or operational changes

Customer Service Responsibilities

• Enter customer sales orders
• Process EDI orders and forecast
• Enter/import customer forecast
• Manage all open orders/complete customer open order reports
• Proactive reach out to customers regarding issues/delays
• Handle customer-initiated requests
• Build strong customer relationships and work towards win-win solutions
• Other duties as assigned