Customer Service Manager

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Lead, manage, and oversee the Customer Service team.

• Ensure the highest level of customer service is maintained.

• Provide daily direction through planning, coaching, training, coordinating, and developing execution strategies for all Customer Service activities.

• Collaborate effectively with Senior Leadership and all NELLC functional teams to foster increasingly positive customer relationships.

• Conduct ongoing analyses of customer needs and research customer requirements.

• Define and communicate customer service standards.

• Develop and implement policies and procedures for customer service.

• Oversee the achievement and maintenance of established customer service levels and standards.

• Direct the daily operations of the Customer Service team.

• Plan, prioritize, and delegate work tasks to ensure the department functions properly.

• Ensure the availability of necessary resources and tools for delivering quality customer service.

• Review customer complaints.

• Regularly reach out to customers to ensure satisfaction and timely resolution of issues.

• Track the resolution of customer complaints.

• Assist in escalating customer problems, providing critical oversight.

• Monitor the accuracy of reporting and database information.

• Analyze relevant data to identify customer service outputs, trends, and more.

• Identify and implement strategies to enhance service quality, productivity, and profitability.

• Liaise with company management to support and execute growth strategies.

• Coordinate and manage customer service projects and initiatives.

• Ensure adherence to budget requirements.

• Evaluate and manage staff performance.

• Identify and address training and coaching needs for staff.

• Exhibit the highest ethical standards and personal integrity; report any concerns regarding suspicious or inappropriate behavior to a supervisor or manager.

⛳️ Requirements

• Comprehensive understanding of customer service principles and practices.

• Strong organizational skills for planning, decision-making, and executing tasks with excellence.

• Proficient in developing standards and improving processes.

• Exceptional verbal and written communication skills.

• Strong interpersonal abilities, capable of leading and collaborating within a team structure.

• Capacity to learn and build on industry-specific knowledge for future professional advancement.

• Excellent computer skills, with extensive knowledge of Microsoft Word, Excel, and PowerPoint; proficiency in CRM systems is a plus.

• Experience in the transportation industry is a bonus.

• Relevant BS/BA degree is preferred.

🏝️ Benefits

• Medical, dental, vision, and basic life insurance coverage.

• Holiday pay.

• PTO accrual.

• Employees have the option to enroll in a retirement savings plan.