Customer Service Manager

Job Description

Manager of Customer Experience
Salary: $85,000–$90,000

Location: Schaumburg, IL 60173

We are partnering with a growing client that is expanding their team and adding headcount for the new year. Due to an internal promotion, they are seeking a Manager of Customer Experience to step into a critical leadership role overseeing call center operations, order entry, and customer-facing support functions. This role is ideal for a strong people leader who thrives in a fast-paced manufacturing environment and enjoys driving operational excellence that directly impacts customer satisfaction and sales performance.

Key Responsibilities:

• Lead, coach, and develop a team responsible for call center operations and order entry, ensuring high performance and accountability.

• Oversee daily call center activities, including staffing, scheduling, call flow, service levels, and escalation management.

• Establish and track KPIs related to customer service, order accuracy, turnaround time, and team performance.

• Manage all order entry and sales support activities, ensuring accuracy, timeliness, and compliance with internal processes.

• Partner closely with Sales, Operations, and other cross-functional teams to support pricing, quotes, order validation, and customer issue resolution.

• Identify process gaps and inefficiencies, and lead continuous improvement initiatives across customer support and order management functions.

Qualifications:

• Bachelor’s degree in Business, Management, Communications, or a related field.

• 3–5+ years of leadership experience in sales support, call center management, or customer service within a manufacturing environment (required).

• Strong working knowledge of order entry processes, customer service operations, and CRM/ERP systems.

• Proven ability to lead teams, manage competing priorities, and drive measurable performance improvements.

Why Work Here:

This is a stable, well-established organization with an employee-first culture that values leadership, collaboration, and internal growth. The company promotes from within and empowers leaders to make meaningful improvements. This role offers the opportunity to be a true change agent—someone who can influence processes, elevate team performance, and have a direct impact on customer experience and revenue generation.