Customer Service Manager

Socket.dev; Hoffman Estates (IL); On-site; USD 65,000 - 95,000; Full time

Job summary

Socket.dev, located in Hoffman Estates, IL, seeks a Customer Service Manager to lead the service team, overseeing order entry, sales, repair and support while driving satisfaction through process improvements.

The role emphasizes training, cross-functional collaboration, and balancing efficiency with a customer-centric growth mindset.

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.

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

Customer service

CRM proficiency

Communication

Team development

Problem solving

Education

Bachelor's degree in Business Administration

Tools

CRM software

Order management systems

Job description

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.