Customer Service Manager

Job Title: Customer Service Manager


Job Type: On-Site

Location: West Chicago, IL.

Reports To: Plant Manager


Company Overview: FXI is a leading producer of foam innovation in the Bedding, Furniture, Industrial, Home & Office, Healthcare, and Transportation markets. We have made it our mission to provide tailored solutions that delight our customers and consumers. With our corporate headquarters, high-tech research and development facility, and multiple manufacturing locations in North America, FXI has built a culture of innovation and achievement that is recognized by customers, suppliers and peers. Our products include finished goods, sub-assemblies, services, and raw materials for OEMs, fabricators, and retailers. You will find FXI's foam innovations inside, around, and under yourself in countless applications. Everywhere foam goes, FXI's innovations lead the way! Won't you join us?

Site Overview: Our West Chicago facility is a unionized manufacturing plant with approximately 165 employees. The site specializes in producing polyurethane foam and other foam products. As a key location within FXI's manufacturing network, this plant is known for its strong focus on quality, safety, and operational excellence. Team members work in a collaborative, supportive environment where continuous improvement and innovation play a central role.

Job Overview: The Customer Service Manager is responsible for leading the customer service team to ensure exceptional support for customers while maintaining efficient order management and communication processes. This role serves as the primary liaison between customers, sales, production, planning, shipping, and quality departments to ensure customer requirements are met and customer satisfaction is maintained.

Key Responsibilities:

Customer Relationship Management

• Develop and maintain strong relationships with customers.
• Serve as the primary escalation point for customer concerns, complaints, and service issues.
• Ensure prompt resolution of customer inquiries regarding orders, delivery schedules, pricing, and product information.
• Monitor customer satisfaction metrics and implement improvement initiatives.

Team Leadership

• Lead, coach, train, and develop customer service representatives.
• Establish performance goals and conduct regular performance evaluations.
• Manage staffing levels and workload distribution.
• Foster a culture of accountability, teamwork, and continuous improvement.

Order Management

• Oversee order entry, order processing, and order fulfillment activities.
• Ensure order accuracy and timely processing.
• Monitor customer orders from receipt through shipping.
• Coordinate with production planning and logistics teams to meet customer delivery requirements.

Cross-Functional Collaboration

• Partner with Sales, Production, Supply Chain, Quality, and Shipping departments to resolve issues and improve customer experience.
• Communicate production delays, inventory shortages, and shipping updates to customers.

Process Improvement

• Analyze customer service metrics and identify opportunities for improvement.
• Develop and implement standard operating procedures (SOPs).
• Lead continuous improvement initiatives focused on efficiency, customer satisfaction, and order accuracy.
• Support Lean Manufacturing and continuous improvement programs.

Reporting and Analytics

• Track and report KPIs including:
• Customer Satisfaction Scores
• On-Time Delivery
• Order Accuracy
• Customer Complaint Resolution Time
• Backorder Levels
• Customer Retention Metrics
• Prepare management reports and recommendations.

Qualifications

• Degree or related field preferred.
• 5+ years of customer service experience.
• 2+ years of supervisory or management experience.
• Experience with ERP systems a plus but can be trained (SAP, Oracle, Microsoft Dynamics, etc.).
• General knowledge of manufacturing processes, production scheduling, and supply chain operations.
• Excellent communication, leadership, and problem-solving skills.
• Experience or knowledge of Microsoft Excel and reporting tools.

Physical Requirements

• Ability to work in both office and manufacturing environments.

Our Commitment to a Diverse Workforce: FXI is an Equal Opportunity Employer. FXI does not discriminate in employment matters on the basis of race, color, religion, gender identify or expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, or based on any individual's membership in any group or class protected by applicable federal, state, or local laws. We support workplace diversity. We strongly believe that diversity contributes to a broader collective perspective that will consistently lead to a better company and better products. We are working hard to increase the diversity of our team wherever we can.

We are interested in every qualified candidate who is eligible to work in the United Stat es. However, we are not able to sponsor visas.

FXI is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at FXI via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of FXI. No fee will be paid in the event the candidate is hired by FXI as a result of the referral or through other means.