Customer Service Manager

About the Role The Customer Service Manager is committed to innovation and excellence in customer service. As we continue to implement transformative technologies and strategies, we are looking for a Customer Service Manager who will lead our customer service team and elevate our customer experience. In this role, you will be based in Skokie. Key Responsibilities Drive Change and Continuous Improvement Spearhead initiatives that enhance efficiency and effectiveness, aligning with our commitment to transformative change. Liaise with other staff, particularly in quality, planning, SET and sales, to ensure that customer service strategies and activities are integrated with other parts of the business and align to the overall corporate objectives. Customer Experience Leadership Champion a customer‑first approach in all decision‑making processes. Implement strategies that drive customer satisfaction to new heights and set us apart from the competition. Create tools and training materials for customer service so onboarding is consistent and customer experience is seamless and performance is sustainable. Performance Management Utilize KPIs to measure and enhance team performance. Implement regular coaching sessions to ensure continuous development and performance improvement. Provide ongoing coaching and development to ensure the team meets and exceeds their goals. Cultural Development Create and nurture a feedback‑rich culture. Promote open communication and collaboration across the team to foster a positive work environment. Career Development Develop and implement a tiered career progression program to provide clear growth paths within the team. Design and manage incentive schemes to motivate and reward high performance. Technological Curiosity Stay abreast of technological advancements that can enhance customer service delivery. Proactively explore and integrate new tools and technologies to improve team productivity and customer satisfaction. Qualifications Bachelor’s degree in Business Administration, Communications, or a related field. Minimum of 5 years of management experience in a customer service environment. 10+ years of work experience in a commercial/customer‑facing role. Proven leadership in customer service management, with a demonstrated ability to dramatically improve customer service metrics. Strong leadership skills with a track record of managing and transforming customer service teams. Experience with performance management systems and staff development. Technological proficiency, especially with CRM systems like Salesforce, and an openness to integrating new technologies. Excellent communication and interpersonal skills, with an ability to inspire a team towards achieving excellence. Strategic thinker with a problem‑solving mindset. Competencies Strong leadership; Building relationships; Customer focus level; Commercial awareness; Continuous improvement /innovation; Planning and organizing; Communicates effectively. Key Behaviors Are accountable to others; Have the courage to challenge the status quo; Are honest with co‑workers and customers; Able to be innovative problem solvers; Are engaged team members; Add value to the Company; Expects excellence of self and others; Overserves top customers; Understands, simplifies and acts to improve processes. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. Benefits Paid training. Team bonuses and learning incentives. Medical, Dental, and Vision insurance. Life insurance. Employer‑paid Short‑ and Long‑Term Disability insurance. 401(k) with company match. Tuition reimbursement for Undergraduate and Graduate education. Paid time off. Equal Opportunity Employer AMMEGA is an Equal Opportunity Employer. Employment decisions are made without regard to age, race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, veteran status or other characteristics protected by law. #J-18808-Ljbffr