Customer Service Manager

nVenia, located in Wood Dale, IL, is a packaging machinery manufacturing and service organization widely known to have the widest selection of packaging technology under one roof and is dedicated to providing our distributors and end-users the highest quality product and support. nVenia brings Duravant packaging leaders Arpac, Hamer-Fischbein and Ohlson Packaging together to create next-level packaging equipment integration and innovation. One name, in one location, with one shared focus: our customers and the problems we need to solve. 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 15–25 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 REQUIREMENTS 5+ years of progressive customer service experience, with at least 2 years in a management or supervisory role Demonstrated experience managing teams in a mid‑sized call center environment (15–50 agents) Background in an engineered‑to‑order, configure‑to‑order, or custom manufacturing business Strong understanding of order management lifecycles, including quoting, order entry, production coordination, and delivery Proven track record of building and developing high‑performing customer service teams Proficiency with CRM and call center platforms (e.g., Salesforce, Zendesk, Five9, Genesys, or similar) Excellent written and verbal communication skills; able to translate technical details into clear customer‑facing language Strong analytical skills with experience using call center metrics to drive performance and process improvements PREFERRED QUALIFICATIONS Experience in an industrial, machinery, packaging, capital equipment, or similarly technical product environment Familiarity with ERP systems (SAP, Oracle, Epicor, Infor, or similar) and order management workflows Bachelor’s degree in Business, Operations, Communications, or related field — or equivalent combination of education and experience Six Sigma, Lean, or other continuous improvement training a plus Why Work at nVenia? nVenia offers a competitive benefits package for all full‑time employees, including: Medical, Dental, and Vision Coverage Flexible Spending Accounts (FSA) or Health Savings Accounts (HSA), when allowed by tax law Paid life insurance and disability insurance, with options to purchase additional coverage Paid Maternity/Paternity Leave Optional coverages: Long‑term Care, Accident Insurance, and Critical Illness Insurance #J-18808-Ljbffr