Customer Service Manager

Between $85,000 and $90,000 to start plus full company-sponsored benefits

Vernon Hills Area

Position Type:
Full-time | Direct-hire

Job Description:

Call Center
Customer Service Manager
Manage Customer Service Call Center
Between $85,000 and $90,000 to start plus full company-sponsored benefits
Vernon Hills, IL

As the Customer Service Manager of the Call Center, your duties and responsibilities will include:

- Taking over complete responsibility for Customer Service Operations
- Managing a 25 person Customer Service / Call Center Team
- Leading a Team that includes Customer Service Reps, Technical Support Reps and Clerical Support Staff
- Developing and maintaining deep knowledge of all key products within each specialty line
- Serving as a resource and go-to for all Team Members
- Providing oversight, guidance and direction
- Monitoring all call processing, ordering taking and order entry activity
- Ensuring all product, technical and delivery inquiries are handled promptly and in accordance with quality standards
- Troubleshooting and resolving escalated and complex customer service issues
- Preparing, managing and monitoring the Department budget
- Interviewing, hiring and training new team members
- Conducting routine performance evaluations
- Administering disciplinary actions as appropriate
- Driving Team achievement and positive outcomes
- Taking responsibility for your Team's delivery of outstanding customer service

An ideal candidate profile will include:

- At least 5 years of Call Center / Customer Service experience

- At least 3 years of experience as Manager or Supervisor of a Call Center Customer Service Team

- Experience managing and overseeing a staff of 10 or more people in a Call Center

- A Bachelor's Degree in any major


- The ability to lead, train and mentor others
- The ability to set and uphold policy and procedure
- The ability to set an amazing on-the-job example
- The ability to develop deep and meaningful product knowledge
- Comfort with data, reports and budgets
- Intermediate to advanced MS Office skills (Word, Excel and Outlook)


+++ Prior experience from medical supply, medical equipment or similar industry

JobGiraffe's client is a leader in the manufacturing and supply of innovative high-tech medical equipment.

Please submit your resume by using the Apply Now feature.

All resumes submitted will be reviewed based on the candidate profile listed above.

Candidates with the most relevant background will be selected first and asked to participate in a screening.

Initial screenings can be done in-person during office hours, before or after hours, by Skype or by phone if needed.

JG ID #19-1718 - Vernon Hills, IL 60061

Relevant Skills, Experience, Industries:
Management Skills - People or Projects Customer Service Skills Management Skills - People or Projects, Manufacturing, Processing, Refining

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