Customer Service Manager

ADP; Hoffman Estates (IL); On-site; USD 70,000 - 105,000; Full time

Job summary

ADP in Hoffman Estates, IL is seeking a Customer Service Manager to lead and develop the customer service team, manage orders across multiple business units, and drive customer satisfaction. You will oversee coordination between order entry, sales, repair and support, implementing training and process improvements to boost performance.

The role requires strong leadership, CRM and order management proficiency, and a focus on delivering efficient, customer-centric service to support company growth.

Qualifications

• Experience in customer service management or leadership role.
• Knowledge of customer service training methodologies and best practices.
• Experience working with service departments and multiple business units.
• Excellent problem solving skills with the ability to handle complex customer issues.

Responsibilities

• Lead, mentor, and train the customer service team to deliver high-quality support and service.
• Manage order processing and priorities for multiple businesses using the same resources.
• Develop and maintain strong relationships with customers and key stakeholders to understand their needs and resolve issues promptly.
• Collaborate with business leaders, sales, and service departments to align customer service strategies with business goals.
• Analyze customer feedback and service metrics to identify areas for improvement and implement effective solutions.

Skills

Leadership

Training methodologies

Cross-functional collaboration

Problem solving

Order entry & sales processes

Interpersonal skills

Education

Bachelor’s degree in Business Admin/Marketing

Tools

CRM software

Order management systems

Job description

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Customer Service Manager

Full Time Hoffman Estates, IL, US

30+ days ago Requisition ID: 1087

Salary Range: $70,000.00 To $105,000.00 Annually

About the Role:

The Customer Service Manager plays a pivotal role in ensuring exceptional service delivery and customer satisfaction within the organization. This position is responsible for leading and developing the customer service team to effectively manage customer interactions, resolve issues, and foster strong customer relationships. This position will work with multiple business units to optimize process while allowing each business to grow and change in their strategic approach. The manager will oversee the customer service team, ensuring seamless coordination between order entry, sales, repair and customer support functions. By implementing strategic training programs and process improvements, the role aims to enhance team performance and drive customer loyalty. Ultimately, the Customer Service Manager contributes to the company’s growth by balancing operational efficiency with a customer-centric approach.

Minimum Qualifications:

• Proven experience in customer service management or a related leadership role.
• Strong knowledge of customer service training methodologies and best practices.
• Experience working with service departments and multiple business units.
• Excellent problem-solving skills with the ability to handle complex customer issues.
• Familiarity with order entry processes and sales department operations.
• Excellent interpersonal skills and the ability to work well with different personality types.

Preferred Qualifications:

• Bachelor’s degree in Business Administration, Marketing, or a related field.
• Experience in leading a team in a growing environment.
• Proficiency with customer relationship management (CRM) software and order management systems.
• Demonstrated success in driving customer satisfaction and team performance improvements.
• Strong communication and interpersonal skills with a focus on team collaboration.

Responsibilities:

• Lead, mentor, and train the customer service team to deliver high-quality support and service.
• Manage order processing and priorities for multiple businesses using the same resources.
• Develop and maintain strong relationships with customers and key stake holders to understand their needs and resolve issues promptly.
• Collaborate with business leaders, sales, and service departments to align customer service strategies with business goals.
• Analyze customer feedback and service metrics to identify areas for improvement and implement effective solutions.

Skills:

The required skills such as customer service training and customer relations are essential for developing and maintaining a knowledgeable and responsive team that meets customer expectations daily. Managing the service and sales departments requires coordination and communication skills to ensure smooth order entry and sales processes. Problem-solving abilities are critical for addressing customer concerns efficiently and turning challenges into opportunities for satisfaction and retention. Inside sales and service sales knowledge enable the manager to support revenue growth while maintaining service quality. Preferred skills like CRM proficiency and advanced communication enhance the ability to analyze customer data and foster a collaborative team environment, driving continuous improvement.