Basic Information

Job Category: Customer Service

Location: Waukegan, Illinois, United States

Date published: 05-May-2022

Job type: Full Time

Description and Requirements

About the role

Customer Service/Office Manager

We are seeking a Customer Service Manager to join our team in Waukegan, IL.

Who we are:
We provide world-class design assistance, technical expertise, and supply of motion control products to mobile equipment OEMs.

About the role:
Lead in a professional manner while creating a positive atmosphere for all teammates, with continuous improvement to the efficiency and effectiveness of the facility.

What you’ll do:
Interview job candidates as necessary.
New employee orientation.
Administration of performance appraisals and disciplinary action.
Resolve personal issues.
Monitor individual efficiencies and accuracy.
Assess and coordinate the proper training needed for success of customer service and team members.
Ensure compliance of employees with the employment policies and practices of QHP.
Support Sales effort to achieve daily and long-term goals.
Conduct staff meetings on a regular basis while communicating updates/ changes on an as needed basis.
Read and review e-mail correspondence while determining when to get involved and resolve issues.
Respond to employee questions and if warranted, contact ERP provider for additional answers.
Work with departmental managers to integrate goals.
Monitor on time delivery through our purchasing methods and maintain a good working relationship with vendors while addressing deferred lead times for on time delivery.
Provide support relevant to team member’s jobs. This entails providing cross training and reassignment to staff’s duties as circumstances warrant.
Solve problems with the customer’s needs in mind, in accordance of company policy, in a mutually beneficial manner, to ensure lasting goodwill between the customers and the company.
Review and authorize quotes when needed as backup.
Create and review processes and procedures for greater efficiency.
Backup purchasing and all areas needed which include and is not limited to phone coverage.
Perform special assignments/ projects.
Maintain Sales Prices to ensure correct information is reflected on files.
Manage price changes to customers with CSR team. 
Monitor and maintain inbound calling system.

Requirements:
4-year degree from accredited college, proficiency with Microsoft Office applications, Typing skills, Basic understanding of databases and reporting, Minimum 2 years’ experience supervising others

What we offer:
Compensation commensurate with experience
Medical, dental, vision
401K with match
Profit sharing

Office Manager, Technical Customer Service, Service Manager, Operations, Manager, Customer Service