Customer Service Manager ( 3 years experience required)

$75,000 - $105,000/Yr

Fabian Couture Group International - Vernon Hills, IL

Full-time - Mid Level

Vernon Hills, IL

Apparel Manufacturing

About the position

As the Manager of the Customer Service Team at Fabian Couture Group, you will lead and coach a group of professionals dedicated to delivering exceptional customer experiences. This role is crucial in fostering long-term customer relationships, increasing product adoption, and ensuring customer success across the product portfolio. The ideal candidate is a people-oriented leader passionate about mentoring and developing team members while continuously improving processes and leveraging technology.

Responsibilities

• Manage and mentor the Customer Service Team to achieve high levels of customer satisfaction.
• Drive key metrics directly impacted by the Customer Service Team.
• Oversee the day-to-day operations of the Customer Service Team, including hiring, training, and performance evaluations.
• Serve as the highest point of escalation for customer issues, ensuring quick and effective resolutions.
• Monitor, analyze, and report on Customer Service KPIs regularly.
• Proactively identify at-risk customers and develop strategic plans for retention.
• Manage customer feedback loops to continuously improve customer experience.
• Ensure the team meets deadlines and fulfills commitments made to customers and internal stakeholders, fostering accountability and maintaining trust.

Requirements

• Bachelor's degree in a related field from a four-year college or university, or equivalent work experience.
• 3-5 years of managerial experience.
• Proven ability to lead and coach a team of 5-16 direct reports, with strong mentoring and leadership skills.
• Excellent communication and problem-solving abilities.
• Experience with customer service metrics and KPI analysis.
• Strong collaboration skills, with the ability to work cross-functionally to resolve customer issues and improve processes.

Benefits

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance