Customer Care Manager - On Site
$70k - $90kFull-time
Overture Promotions
Position: Customer Care Manager
Reporting to: Program Success Manager
Dept : Operations
FSLA Status: Exempt
Compensation: $70,000-$90,000
__________________________________________________________________________________
Job overview:
The Customer Care Manager is responsible for the overall leadership, management, and performance of the Customer Care Department. This role ensures exceptional customer service, operational efficiency, employee development, and continuous process improvement. The Customer Care Manager will work closely with Sales, Operations, Production, Purchasing, Accounting, and Leadership teams to ensure a best-in-class customer experience while supporting company goals and growth initiatives. This role is On-site at our headquarters in Waukegan, IL Monday - Friday. Duties & Responsibilities
Reporting to: Program Success Manager
Dept : Operations
FSLA Status: Exempt
Compensation: $70,000-$90,000
__________________________________________________________________________________
Job overview:
The Customer Care Manager is responsible for the overall leadership, management, and performance of the Customer Care Department. This role ensures exceptional customer service, operational efficiency, employee development, and continuous process improvement. The Customer Care Manager will work closely with Sales, Operations, Production, Purchasing, Accounting, and Leadership teams to ensure a best-in-class customer experience while supporting company goals and growth initiatives. This role is On-site at our headquarters in Waukegan, IL Monday - Friday. Duties & Responsibilities
- Provide leadership, direction, coaching, and support to the Customer Care Supervisor and Customer Care team
- Establish departmental goals, service standards, performance expectations, and key performance indicators (KPIs)
- Oversee the day-to-day operations of the Customer Care Department to ensure timely and accurate customer support
- Monitor department workload, staffing levels, resource allocation, and overall team productivity
- Serve as the primary escalation point for complex customer concerns and ensure timely resolution
- Partner with Sales, Operations, Production, Purchasing, Accounting, and Web Dev/IT to improve customer experience and operational efficiency
- Oversee onboarding, training, development, and retention of Customer Care team members
- Manage hiring activities including interviewing, selection, onboarding, and performance management
- Conduct annual performance reviews and support ongoing coaching, career development, and succession planning
- Develop, maintain, and enforce departmental policies, procedures, and standard operating procedures (SOPs)
- Analyze department metrics and reporting to identify trends, risks, and opportunities for improvement
- Lead process improvement initiatives focused on efficiency, scalability, customer satisfaction, and quality
- Oversee department reporting, dashboards, and service level metrics
- Assist with onboarding high-level webstores and strategic customer initiatives
- Ensure departmental training materials, documentation, and resources remain current and accurate
- Conduct regular meetings with the Customer Care Supervisor and provide support on team-related issues
- Setup and manage HubSpot Help Desk general settings and ticket routing
- Ad Hoc and recurring HubSpot reporting requests
- Partner with Leadership on strategic initiatives, organizational changes, and continuous improvement efforts
- Manage departmental budgets and resource planning as assigned
- Ensure compliance with company policies, procedures, and service standards
- Perform other duties and special projects as assigned
- Strong leadership, coaching, and employee development skills
- Customer Service experience with excellent phone and email etiquette
- Excellent oral and written communication skills
- Must have critical thinking ability and excellent attention to detail
- Strong initiative, confidence, and decision-making skills
- Strong problem-solving and conflict-resolution abilities
- Ability to effectively prioritize multiple projects and competing deadlines
- Ability to work calmly under pressure in a fast-paced environment
- Strong organizational and analytical skills
- Experience driving process improvements and operational efficiencies
- Proficient in MS Office Suite and Adobe Acrobat; intermediate Excel experience preferred
- NetSuite & HubSpot experience a plus
- Bachelor's degree preferred or equivalent work experience
- 5+ years of customer service, customer care, operations, or account management experience
- 3+ years of leadership or management experience
- Experience leading teams in a customer-focused environment required
- Medical, dental, vision, life insurance, disability plans, and flexible spending accounts.
- Pet insurance plus "bring your dog to work" days – because we love furry friends!
- Enjoy partnerships with LifeTime Fitness, Bears Fit, Skechers, and Tickets at Work for fun and savings outside of the office.
- Paid time off for vacation, sick leave, mental health, personal days, plus a yearly floating holiday.
- You're eligible for 401(k) starting day one, with a company match after your first year.
- Paid maternity and paternity leave, with benefits growing alongside your years of service.
- Relaxed dress code – come as you are!
- Employee referral bonuses for helping us grow the team.
- Immerse yourself in our culture! From summer BBQs and Employee Resource Groups like Culture Crew and Green Team, to joining our Diversity & Inclusion Advisory Council, contributing to our employee vegetable garden, and enjoying potlucks, cook-offs, and fun contests – there's always something exciting happening.
Vacancy posted 3 days ago
Similar jobs that could be interesting for youBased on the Customer Care Manager - On Site in Waukegan, IL vacancy
$123.09k - $131.12k
...on programming issues and exhibit leadership in cross development practices. Enhance and support world class e-commerce and mobile sites as well as sales, intranet, and internal web applications using object-oriented design, web application architecture, and relational...WebsiteFull time- ...positioning relative to existing products and the customer's perspective.Review market research and... ...years experience in marketing, product management or new product development with a great... ...continuing education.Employee PerksOn-site café and first-class fitness center with...WebsiteFull time
- ...catalog to specialty product pamphlets, as a Creative Production Manager, you’ll oversee the print and web production process for Uline’s... ...that covers professional continuing education.Employee PerksOn-site café and first-class fitness center with complimentary personal...WebsiteFull time
- Workforce Forecasting Manager Kenosha Branch 12355 Uline Way, Kenosha, WI 53144 Customer Service is the heartbeat of Uline. As Workforce Forecasting Manager, you'll... ...affordable daily meal options from local restaurants. On-site fitness center and beautifully maintained walking...WebsiteLocal area
- ...this leadership role, you’ll try to drive customer acquisition, optimize marketing... ...performance across paid search campaign management, execution and analytics.Define and execute... ...professional continuing education.Employee PerksOn-site café and first-class fitness center with...WebsiteFull time
- ...that covers professional continuing education.Employee PerksCafé featuring affordable daily meal options from local restaurants.On-site fitness center and beautifully maintained walking paths.Best-in-class, clean, modern facilities.About UlineUline, a family-owned company...WebsiteFull timeLocal area
- ...coordinate catalog layouts, web pages, flyers, and emails, align Merchandising with Creative, and shape product positioning based on market insights. The role is on-site with comprehensive health coverage, a 401(k) plan, and career growth opportunities. #J-18808-Ljbffr UlineWebsite
- Customer Data CoordinatorKenosha Branch12355 Uline Way, Kenosha, WI 53144Do you have an eye for detail and the ability to think big picture... ...affordable daily meal options from local restaurants.On-site fitness center and beautifully maintained walking paths.Best-in-...WebsiteFull timeWork at officeLocal area
- ...Senior Customer Operations Manager Kenosha Branch 12355 Uline Way, Kenosha, WI 53144 Fast, friendly, and customer-focused – that’s what... ...daily meal options from local restaurants. On-site fitness center and beautifully maintained walking paths....WebsiteWork at officeLocal area
Uline
Gurnee, IL2 days ago - ....Paid holidays and generous paid time off.Tuition Assistance Program that covers professional continuing education.Employee PerksOn-site café and first-class fitness center with complimentary personal trainers.Over four miles of beautifully maintained walking trails.About...WebsiteFull timeWork at office
- ...testing, GIT and Agile.Experience with Azure DevOps or similar test management tool.BenefitsComplete health insurance coverage and 401(k) with... ...that covers professional continuing education.Employee PerksOn-site café and first-class fitness center with complimentary personal...WebsiteFull time
$72k - $140k
...signals, analog signals, RF (3+GHz) shielding and ground based on customer specifications, company and industry standards. \n Develop... ...\n Make sales calls with Sales representatives at customer sites. \n Assemble and test prototype slip ring assemblies for internal...WebsiteWork from homeRelocationRelocation packageHoerbiger
Waukegan, IL23 days ago- ...Pleasant Prairie, WI 53158Sales strategies for satisfied customers! As a Key Account Manager at Uline, identify sales opportunities and make recommendations... ...professional continuing education.Employee PerksOn-site café and first-class fitness center with complimentary personal...WebsiteFull time
- ...teams. Deliver results. Uline is hiring an experienced Accounting Manager to oversee corporate Accounting operations and support our... ...that covers professional continuing education.Employee PerksOn-site café and first-class fitness center with complimentary personal...WebsiteFull timeWork at office
$84.5k
...warehouses supporting distribution, manufacturing or site services such as MRO or delivery services in Lake County. Ensure the Manager's expectations for routine activities are... ...facilities meet AbbVie external or internal customer expectations and support. Expected to...WebsiteTemporary workWork experience placementLocal areaAbbVie
North Chicago, IL3 days ago- ...processes and deliver solutions that enhance performance and the customer experience.Minimum RequirementsBachelor's degree in Computer... ...featuring affordable daily meal options from local restaurants.On-site fitness center and beautifully maintained walking paths.Best-in-...WebsiteFull timeLocal area
- ...Loss Control Field Representative Job Description At Alexander & Schmidt, anInsurance Loss Control Field Representative performs on-site property, general liability and incidental auto inspections and prepares reports for insurance underwriting purposes. Insurance companies...WebsiteFor contractors
$33 - $38 per hour
...WI 53144 Leading the way with legendary customer service - at Uline! As Customer Service... ...increased success. Provide feedback to management on processes improvements that increase... ...meal options from local restaurants. On-site fitness center and beautifully maintained...WebsiteHourly payLocal areaUline
Gurnee, IL4 days ago- Uline is seeking a Customer Service Department Manager in Kenosha, WI to lead and develop a high-performing customer service team. The role focuses on... ...with a proven ability to coach and build strong teams. On-site work with comprehensive health, retirement, and education...Website
- Uline, Kenosha Branch, seeks a Bilingual Customer Service Team Lead to coach bilingual reps, ensure high-quality interactions, and drive customer satisfaction. On-site role with strong growth potential in a stable, long-time employer. Responsibilities include coaching,...Website
- ...This individual will be responsible for managing products on our website, the promotional... ...are properly listed on the BaseLayer web site, events are planned and desired results are... ...promotions, Prime Days, etc. Partner with Customer Service team as well as become a customer...WebsiteFull timeWork at office
BaseLayer
Waukegan, ILmore than 2 months ago $16 - $35 per hour
...oversee front desk operations and ensure guests receive excellent customer service throughout their stay. The Front Desk Supervisor... ...during busy shifts, handles escalated guest concerns, and helps manage the check-in and check-out process to ensure efficiency and accuracy...Hourly payFull timeShift workNight shiftAfternoon shiftHilton
North Chicago, IL2 days ago- Uline, a leading North American distributor, is seeking a Customer Service Trainer at Kenosha to develop learning solutions, deliver sessions... ...methods, and strong communication and leadership, with on-site work at the Kenosha location and comprehensive benefits. #J-188...Website
$33 - $38 per hour
..., a family-owned leader in shipping and packaging, is seeking a Customer Service Team Lead at the Kenosha, WI location. You will coach and... ...pay from $33 to $38 per hour with strong growth potential, on-site facilities, and a benefits package including health insurance, a...WebsiteHourly pay- Uline is seeking a Bilingual Customer Service Team Lead at the Kenosha Branch to coach and empower representatives for fast, friendly, customer... ...communication and bilingual English/Spanish proficiency. On-site work, with benefits and growth potential. #J-18808-Ljbffr UlineWebsite
- ...and relationship-driven Client Relations Manager to lead client partnerships, drive satisfaction... ..., ensuring a seamless experience for our customers while maintaining internal alignment... ...Act as a liaison between client and on-site teams during activations Troubleshoot and...Website
$85k - $100k
...Way, Kenosha, WI 53144 Fast, friendly, and customer-focused - that’s what makes Uline’s... ...legendary! As a Customer Service Department Manager, continue this legacy by empowering our teams... ...meal options from local restaurants. On-site fitness center and beautifully maintained...WebsiteLocal area$2,760 per week
...Inspection Bonus Program Stop Pay Perfornance bonus on miles driven Equipment ~2023 and Newer Freightliner Cascadias ~ On Site Terminal Fuel Islands ~ New Mattress ~ Refrigerator Equipment and Microwave Capable Benefits: ~ Comprehensive benefits:...WebsiteImmediate startRelocation packageGT Expedited
Beach Park, IL21 days ago- ...ability to think big picture? Then you belong at Uline! Join us as a Customer Data Coordinator to help our 120+ person Advertising and... ...featuring affordable daily meal options from local restaurants. On-site fitness center and beautifully maintained walking paths. Best-...WebsiteWork at officeLocal area
$33 - $38 per hour
...WI 53144 Leading the way with legendary customer service - at Uline! As a Bilingual... ...increased success. Provide feedback to management on processes improvements that increase... ...meal options from local restaurants. On-site fitness center and beautifully maintained...WebsiteHourly payLocal area
Do you want to receive more vacancies?
Subscribe and receive similar vacancies to Customer Care Manager - On Site. Be the first to apply!
Related searches
- work from home customer Waukegan, IL
- customer marketing Waukegan, IL
- customer satisfaction Waukegan, IL
- customer Waukegan, IL
- customer retention Waukegan, IL
- amazon customer Waukegan, IL
- site leader Waukegan, IL
- on-site clinical research associate (traveling/remote) Waukegan, IL
- IT site lead Waukegan, IL
- site safety Waukegan, IL