Manager, Customer Service

North American Glenview , IL 60025

Posted 1 week ago

North American is a recognized leader in distribution, supply chain synchronization, and integrated business solutions. Founded in 1919, North American has built an innovative and highly specialized business practice helping companies improve supply systems that have grown inefficient, non-customer-centric and costly.

Commercial Products Group Complete facility supply management, sanitary maintenance programs and foodservice disposables.

Packaging Systems Group Full-service packaging solutions from equipment and supplies to technical service and support.

NVISION Marketing Supply Chain Group Streamlines the supply chain of marketing organizations to create a single point of control for how marketing materials are managed, produced and distributed.

Position Overview

We are seeking an experienced Customer Service Manager. Reporting to the Director of Operations, the Customer Service Manager will be responsible for guiding the work and development of assigned Customer Service Representatives. This position also facilities resolving escalated customer or sales issues. He or she will also serve as back up in the call center.

Responsibilities Include:

  • Develop, own, and maintain the North American customer experience through all customer service sales interactions.

  • Author and implement process to develop and cultivate a strong direct relationship between NA Customer Service and NA's customer base (in parallel with NA sales team).

  • Identify industry best practices for Customer Care and drive implementation / change management within NA Customer Service team.

  • Supervise the day-to day workflow of the assigned business area. Ensure timely and accurate customer service is provided to the customer and sales personnel.

  • Facilitate escalated customer or sales issues through resolution, with the focus being on root cause.

  • Develop, maintain, and conduct training for assigned staff, and other Customer Service Representatives as appropriate.

  • Manage E-Commerce web ordering platform via Customer Service team include basic maintenance, connectivity, and end user training.

  • Perform role of E-Commerce Champion in order to increase order placement and resolution across customer base.

  • Using Excel and other data sources, maintain department scorecard and performance to key metrics.

  • Ensure that department needs are met in regards to employment, counseling, performance evaluations, training, motivation, coaching, and discipline of department staff.

The ideal candidate will have:

  • Bachelor's degree required.

  • Minimum 5-7 years of management experience.

  • Strong business acumen and effective lead of cross-functional teams on key improvement initiatives.

  • Ability to communicate effectively, both verbally and in writing.

  • Excellent interpersonal skills with the ability to provide constructive feedback to both management and staff.

  • Strong analytical, problem solving, decision making and time management skills, including exposure to root cause analysis.

  • Proficiency with Excel i.e. Macros, Pivot Tables, V-Lookups.

  • Experience with Microsoft Suite as well as WebFocus (or business intelligence equivalent) reporting.

  • Experience with EDI and E-Commerce.

This position offers a competitive starting salary and comprehensive benefits program.

North American (and its subsidiaries) is an Equal Opportunity Employer. This means that we consider all applicants for employment and employees eligible for employment without regard to race, marital status or civil union status, sex, age, color, religion, national origin, veteran status, mental or physical disability, sexual orientation and/or any other characteristic protected by law. We also provide reasonable accommodations to our applicants and employees with disabilities in order to assist them in the performance of their essential job functions.

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Manager, Customer Service

North American