Job Description

Our client, a leading manufacturer of flooring products, is hiring in Aurora, IL. We are looking for a motivated and detail-oriented Customer Service Manager to lead their customer service operations, optimize order processes, and drive revenue through upselling opportunities. This position is a HYBRID position and only requires 3 days in office per week.

Position Overview

The Customer Service Manager will oversee a team of representatives to ensure efficient order entry, accurate data management, and exceptional client communication. This role requires strong analytical skills to monitor performance metrics, identify trends, and make data-driven decisions that enhance customer satisfaction and sales growth.

Key Responsibilities

• Manage day-to-day operations of the customer service department, ensuring timely and accurate order entry into our systems.
• Monitor and analyze customer service data (order accuracy, turnaround time, customer satisfaction scores) to identify trends and areas for improvement.
• Develop strategies and scripts for upselling additional products and services during customer interactions.
• Provide coaching and training to customer service representatives on upselling techniques, product knowledge, and system processes.
• Collaborate with Sales, Operations, and Logistics teams to streamline order workflows and resolve escalated issues.
• Create and maintain departmental reports, dashboards, and KPIs to track performance and drive continuous improvement.
• Implement best practices for customer retention and growth.

This position comes with:

• A salary of up to $130k with 10% bonus
• Employee medical benefits for employees through BCBS, Sun Life dental and vision, life insurance, short & long-term disability insurance, wellness program, 401(k) with 3% match, plus employee assistance programs
• Employee health (medical, dental, vision) pricing: $95.42 (medical), $15.64 (dental) $12.39 (vision)/month
• Employee + Family health (medical, dental, vision) pricing: $241.06 (medical), $37.53 (dental), $31.58 (vision)/month

Qualifications

• Bachelor’s degree in Business, Communications, or related field preferred; equivalent experience considered.
• 5+ years of customer service experience, with at least 3 years in a supervisory or managerial role.
• Strong data analysis skills with proficiency in Excel or other data visualization tools.
• Experience with CRM and order management systems (e.g., Salesforce, NetSuite, SAP).
• Proven track record of achieving upselling targets.
• Excellent communication, leadership, and problem-solving skills.
• Highly organized with strong attention to detail.

If this sounds like something you would be interested in, please apply and I will contact you!

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