Customer Service Manager

StandFast Group; Carol Stream (IL); On-site; USD 55,000 - 75,000; Full time

Job summary

StandFast Group in Carol Stream, IL is seeking a results-driven Customer Service Manager to lead day-to-day customer support, manage a team of representatives, and ensure timely resolution of inquiries.

You will collaborate with sales, production, and logistics, develop service improvements, train staff, and maintain accurate reporting, while upholding StandFast's commitment to quality and customer satisfaction.

Qualifications

• Minimum 3 years of customer service experience, preferably in manufacturing.
• Supervisory experience is preferred.
• Excellent communication and organizational skills with strong attention to detail.
• Proficiency with Microsoft Office; Amtech ERP familiarity is a plus.
• Ability to prioritize workload and multi-task in a fast-paced environment.

Responsibilities

• Oversee day-to-day customer service operations.
• Manage a team of customer service representatives.
• Monitor service levels and ensure timely resolution of inquiries and issues.
• Coordinate with sales, production, and logistics teams.
• Develop and refine processes to improve customer satisfaction.
• Maintain documentation and reporting.

Skills

Excellent communication

Organizational skills

Attention to detail

Prioritize workload & multi-task

Strong computer skills

Education

High School Diploma/GED

Bachelor's degree preferred

Tools

Microsoft Word

Microsoft Excel

Amtech ERP

Job description

Company Description

StandFast Group LLC is a leading provider of corrugated packaging, retail displays, retail packaging, graphic packaging, and fulfillment services across the United States and Canada. The company combines creativity, design, service, and sustainability to deliver customized solutions that protect and promote customers’ products. With a network of manufacturing plants and sales offices, StandFast Group offers comprehensive support from concept through fulfillment. Founded in 1967, the company remains a privately held, family-owned business guided by Midwestern values. StandFast Group is committed to social and environmental responsibility and embraces diversity for its employees, customers, communities, and the planet.

Role Description

The Customer Service Manager is a full-time, on-site role based in Carol Stream, IL. This role oversees day-to-day customer service operations, including managing a team of customer service representatives, monitoring service levels, and ensuring timely resolution of customer inquiries and issues. The Customer Service Manager will develop and refine processes to improve customer satisfaction, coordinate with sales, production, and logistics teams, and maintain accurate documentation and reporting. Responsibilities include analyzing customer trends, implementing service improvements, training team members, and supporting key accounts. The role also involves setting performance expectations, coaching staff, and representing the customer service function in cross-functional meetings.

Qualifications

• High School Diploma/GED required; bachelor’s degree preferred.
• A minimum of 3 years’ Customer Service experience; preferably in a manufacturing environment.
• Supervisory experience is preferred.
• Excellent communication and organizational skills with strong attention to detail.
• Ability to prioritize workload and multi-task.
• Strong computer skills, including proficiency using Microsoft Office (specifically Word and Excel).
• Ability to add, subtract, multiply and divide in all units of measure, to compute rates, ratios, and percentages and calculate figures and amounts such as discounts, costs, proportions and volumes.
• Familiarity with Amtech ERP is a plus but not required.