Customer Service Manager

PurposeBuilt Brands - Gurnee, IL

Full-time - Mid Level

Remote - Gurnee, IL

About the position

The Customer Service Manager at PurposeBuilt Brands is responsible for leading the customer service team, ensuring operational procedures are effectively implemented for customer setup, order management, and issue resolution. This role emphasizes delivering exceptional customer service while optimizing partnerships with supply chain and sales functions. The manager will also focus on team development, performance goals, and data integrity to enhance overall customer satisfaction and operational efficiency.

Responsibilities

• Lead a team of Customer support associates focused on OTIF, business transaction capability, customer service scorecard and retailer support services.
• Follow process improvement roadmap & implement Standard Operating Procedures for customer service team.
• Work in partnership with sales to support the customer order life cycle; delivering outstanding customer service through the development of customer setup through order process and on to delivery improvements.
• Lead the talent management of the team, establishing and analyzing development plans to advance the skillset of the entire team.
• Accountable for providing daily coaching & communication to the team and driving initiatives to increase standardization with order processing.
• Responsible for integrity of customer data management.
• Manage and review data to analyze, monitor and report order information and trends for timely decisions and resolutions.
• Work with a sense of urgency to ensure that operational plans are executed, performance goals are achieved, and cross-functional teams are kept informed.

Requirements

• Minimum of 2-3 years' overall experience in customer service or logistics department in a consumer goods/household products environment.
• Cross-functional experience in Sales or Supply Chain is desirable.
• Experience working in a fast-paced, entrepreneurial, rapid growth environment.
• Understanding of an automated warehouse environment.
• Bachelor's Degree or equivalent experience.
• Proficiency in Microsoft Office Suite and ERP (Syspro a plus) or Order Management System with experience implementing Order Management process improvement.
• Critical thinking, problem solving, and decision-making skills are a must for this position.
• Excellent written and verbal communication skills.
• Detail oriented with an emphasis placed on accuracy.
• Ability to adapt to change, develop and train and/or learn new processes.
• Well-organized; able to manage multiple tasks and prioritize in a fast-paced environment.
• Ability to work with others in a collaborative team environment.
• Excellent problem-solving ability.

Benefits

• 401(k) matching
• Dental insurance
• Employee discount
• Gym membership
• Health insurance
• Paid time off
• Pet insurance
• Flexible work options (fully remote, hybrid, onsite)
• Generous paid time off
• Competitive salaries and bonus incentives
• Competitive medical, dental, & vision insurance
• Annual fitness stipend
• LinkedIn learning membership