Customer Service Manager

TA Resources LLC; Round Lake (IL); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary and benefits

Opportunities for professional growth

Dynamic and inclusive work environment

Inclusive work environment

Job summary

A staffing and HR solutions provider is seeking a Head of Customer Service & Support to oversee a team and ensure a seamless customer experience. This role requires strong leadership, problem-solving skills, and experience in managing customer support teams. As a key position, you will manage escalated inquiries, analyze performance metrics, and foster a positive team environment while working with clients in various time zones. Full-time with a competitive salary and benefits package, this role promotes professional growth in a dynamic work environment.

Qualifications

• Over 5 years of experience in managing a customer support team, ideally in an international context.
• Experience in the fragrance, cosmetics, personal care, or candles industry is a plus.
• Cultural sensitivity and ability to engage with a diverse clientele.
• Excellent verbal and written communication skills in English.
• Strong problem-solving skills and the ability to work under pressure.

Responsibilities

• Lead and mentor a team of four direct reports.
• Manage escalated customer inquiries and provide timely resolutions.
• Monitor order progress and ensure timely fulfillment.
• Analyze performance metrics and report to senior management.
• Maintain proactive client communication and update on order status and expectations.
• Monitor orders and shipments to meet client specifications and deadlines.
• Collaborate with Logistics and Sales to resolve discrepancies when needed.
• Respond to inquiries via phone, email, and other channels.
• Ensure clear communication tailored to clients' time zones and preferences.
• Build strong customer relationships and track feedback for improvements.
• Develop and implement customer service strategies aligned with company goals.
• Analyze KPIs and report performance to senior management.
• Implement cross-training across roles and responsibilities.

Skills

Customer support management

Excellent communication skills

Problem-solving

Multitasking

Time management

Education

Bachelor's degree in Business, Communications, or related field

Job description

At TA Resources we've re-imagined traditional staffing and HR outsourcing with Small Businesses in mind. Focusing on what makes our clients unique we match them with the talent they need to continue to grow. We are currently searching for a Head of Customer Service & Support for our client located in Round Lake, IL.

Our client is not just a fragrance and flavor house; they are the pioneers of perfumery, taste, and malodor abatement excellence. Our cutting-edge technology and trendsetting creations are poised to captivate your senses like never before.

As Head of Customer Service & Support you will oversee a department consisting of Order Entry Specialists and Customer Advocates, managing all aspects of domestic and international orders including order changes, order tracking, and customer communication. The Head of Customer Service requires a strategic thinker who can provide exceptional leadership and ensure a seamless customer experience. This role requires a high level of urgency, accuracy, and a willingness to work flexible hours to accommodate clients and account executives in different time zones.

Key Responsibilities

• Lead, mentor, and manage a team of four direct reports, including Order Entry Specialists and Customer Advocates.
• Serve as the primary point of contact for escalated customer inquiries and complaints, providing timely and effective resolutions.
• Foster a positive and collaborative work environment, promoting teamwork and professional development.
• Conduct regular performance evaluations and provide constructive feedback and coaching.
• Maintain proactive communication with clients to provide updates and address any concerns.
• Monitor and track orders with open order and daily shipment live links to ensure they meet client specifications and deadlines as self-sufficiently as possible.
• Collaborate with internal teams to verify order progress and ensure timely fulfillment only as needed.
• Respond to customer inquiries via phone, email, and other communication channels.
• Ensure clear and professional communication tailored to the clients time zone, work hours, and preferences.
• Establish and maintain strong relationships with customers, ensuring clear and proactive communication.
• Monitor customer feedback and identify trends to continuously improve customer experience.
• Develop and implement customer service strategies aligned with the company's goals and objectives.
• Analyze key performance indicators (KPIs) and metrics to assess department performance and identify areas for improvement.
• Prepare and present regular reports to senior management on customer service performance and initiatives.
• Implement cross-training for all roles and responsibilities.
• Demonstrate urgency in addressing client needs and resolving issues promptly.
• Research and accurately address client concerns self-sufficiently before responding.
• Work closely with internal teams including Logistics and Sales to resolve any order discrepancies or delays if you cannot determine the root cause yourself.
• Provide feedback to internal teams based on client interactions and experiences.
• Understand the order entry process for both domestic and international sales orders
• Serve as primary back up for order processors
• Other duties related to customer service may apply and be expected as issued by direct supervisors.

Qualifications

• Bachelors degree in Business, Communications, or related field preferred.
• Five plus years' experience in managing a customer support team or a similar role, preferably in an international setting.
• Experience in the fragrance, cosmetics, personal care, or candles industry is a plus.
• Excellent verbal and written communication skills in English.
• Strong problem-solving skills and the ability to work under pressure.
• High level of empathy and customer-centric attitude.
• Ability to multitask, prioritize, and manage time effectively.

Personal Attributes

• Culturally aware and sensitive to the needs of a diverse customer base.
• Patient, empathetic, and able to handle stressful situations with grace.
• Self-motivated, proactive, and able to work independently as well as part of a team.

Working Conditions

• Full-time position with a flexible schedule to accommodate evening hours and extensive email communication.
• May require occasional travel for training or team meetings.

What We Offer

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A dynamic and inclusive work environment.