Customer Service Manager

Atkore; Harvey (IL); On-site; USD 85,000 - 117,000; Full time

Benefits offered by this job

Medical, vision, and dental insurance

Life insurance

Short-term and long-term disability

401k

Paid time off

Paid holidays

Leave under federal/state/local law

Job summary

Atkore is seeking a Customer Service Manager for Harvey, IL. You will oversee day-to-day customer service, escalations, and on-time delivery while guiding a small team to improve the customer experience. A background in CRM and leadership is essential, with lean or systems experience a plus.

The role requires a Bachelor's degree and at least 3 years of supervisory customer service experience. You will report to the Sr.

Qualifications

• Minimum of three (3) years previous customer service management experience.
• Experience using CRM software.
• Experience in lean manufacturing or business system-based company is a plus.

Responsibilities

• Manage the entire customer order process from receipt to delivery.
• Streamline and improve processes for increased efficiencies and service metrics.
• Standardize and implement procedures that support company standards and objectives.
• Coordinate department projects to meet deadlines.
• Lead a team of customer service representatives in a manufacturing setting.
• Conduct monthly one-on-one coaching and development sessions.
• Create and run reports in JDE and MS Excel.

Skills

Leadership

Communication

CRM experience

Education

Bachelor's degree

Tools

CRM software

JDE

MS Excel

PowerPoint

Job description

Atkore is forging a future where our employees, customers, suppliers, shareholders, and communities are building better together – a future focused on serving the customer and powering and protecting the world.

With a global network of manufacturing and distribution facilities, Atkore is a leading provider of electrical, safety and infrastructure solutions.

Who we are looking for:

We are currently looking for a Customer Service Manager to be based out of Harvey, IL. Reporting to the Sr. Manager, Inside Sales, this person will be responsible for managing day to day customer service activities and escalations related to the customer experience, while monitoring performance to ensure on time delivery and customer satisfactory. This person will also maintain the responsibility of managing a decreased number of customer accounts. this person will be responsible for managing the order process while driving on time delivery and improving the customer experience across Atkore.

The ideal candidate will have a minimum of 3 years of customer service experience in a leadership role and experience using CRM. Experience in lean manufacturing or business system-based company is a plus.

What you’ll do:

• Manage the entire customer order process from receipt to delivery.
• Streamline and improve processes for increased efficiencies and service metrics.
• Standardize and implement work procedures and processes that support company and department standards, procedures and strategic objectives.
• Coordinate department projects to achieve deadlines.
• Managing a team of customer service representatives in a manufacturing Customer Service/Account Management environment.
• Conducting monthly 1:1 coaching and development sessions.
• Ability to create and run reports and queries in JDE and MS Excel.

What you’ll bring:

• Bachelor's degree or equivalent combination or education and experience required.
• Minimum of three (3) years previous customer service management experience.
• Experience using CRM software.
• Intermediate to advanced skill using Microsoft Office products including Word, Excel and Power Point.
• Capacity to perform at a high level in a fast-paced, multi-tasking environment.
• Ability to handle multiple projects and meet deadlines.
• Excellent communication skills (written and verbal).
• Strong problem-solving skills

Within 3 months, you’ll:

• Complete your Atkore immersion program.
• Understand how your job will help deliver Atkore’s strategy.
• Gain an understanding of your team.
• Gain an understanding of the training materials and procedures your team owns.

Within 6 months, you’ll:

• Learn the systems used day to day.
• Present coaching plans to conduct One on One’s with Direct Reports.
• Create processes and procedures to enhance day to day performance.Develop knowledge of Mechanical Business and Products.

Within 12 months, you’ll:

• Create personal development plans for/with Direct Reports.
• Develop goals/plans for next FY.
• Assist in the hiring process to continue to build and grow the department.

Join our team and align yourself with an industry leader!

As of the date of this posting, a good faith estimate of the current pay for this position is $ 84,960 - $116,820 . Placement in the range depends on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, relevant experience, skills, seniority, performance, shift, travel requirements, and business or organizational needs and may change over time. Other compensation may include, but not limited to, overtime, shift differentials, bonuses, commissions, stock, and other incentives.

Benefits available include:

• Medical, vision, and dental insurance
• Life insurance
• Short-term and long-term disability insurance
• 401k
• Paid Time Off
• Paid holidays
• Any leave required under federal, state, or local law

Benefits are subject to vesting and eligibility requirements.

Applications are being accepted on an ongoing basis.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.