Customer Service Manager - McCook, IL

Supplyone Inc.; McCook (IL); On-site; USD 70,000 - 100,000; Full time

Job summary

Supplyone Inc. in McCook, Illinois, is seeking a Customer Service Manager to lead the CS team and coordinate across production, logistics, and sales to deliver exceptional customer experiences.

This hands-on leadership role requires mentoring staff, overseeing order entry and fulfillment, and driving continuous improvement while ensuring GMP compliance. The role emphasizes cross-functional collaboration, process optimization, and maintaining a customer-focused environment to support growth and

Qualifications

• Proven ability to lead, coach, and motivate team members in a collaborative environment.
• Strong problem-solving, decision-making, and organizational skills with the ability to manage multiple priorities.
• Advanced troubleshooting capabilities and attention to detail.
• Excellent verbal and written communication skills.
• Bilingual English and Spanish (verbal and written) preferred.

Responsibilities

• Provide day-to-day leadership and support to the customer service team to ensure achievement of performance, quality, and service standards.
• Mentor, coach, and train team members to enhance individual and team effectiveness.
• Oversee the receipt and entry of purchase orders, order modifications, adjustments, changes, and all aspects of an accurate order from entry through the receipt of the product at the customer’s door.
• Collaborate with Outside Sales, Production, Scheduling, Shipping/Logistics, and design the meet delivery expectations.
• Act as a front-line decision maker for major or critical customer accounts. Serve as a point of escalation for complex customer inquiries, issues, and service requests; ensure timely and effective resolution
• Identify opportunities for process improvement and lead initiatives to enhance efficiency, accuracy, and customer satisfaction
• Develop, document, and maintain standard operating procedures and work instructions
• Foster a professional, positive, and customer-focused team environment
• Maintain consistent, proactive communication with internal stakeholders and external customers
• Perform Customer Service Representative (CSR) responsibilities as needed to support assigned accounts and team workload
• Ensure compliance with company safety policies, and GMP (Good Manufacturing Practices) guidelines
• Adhere to all company policies, procedures, and regulatory requirements
• Perform other duties as assigned

Skills

Team leadership

Customer service

Problem solving

Communication skills

Bilingual English/Spanish

Multitasking

Job description

Job Title: Customer Service Manager – Corrugated PackagingSummaryThe Customer Service Manager is a hands-on leadership role acting as the critical link between production, logistics, sales, and customers. responsible for guiding, supporting, and motivating the customer service team to deliver consistent, high-quality customer experience. This position works collaboratively across departments, serving as a key advocate for company values, products, and service capabilities. The Team Lead drives operational excellence through training, mentorship, and continuous improvement initiatives, contributing to customer satisfaction and overall business growth.Essential Duties and ResponsibilitiesProvide day-to-day leadership and support to the customer service team to ensure achievement of performance, quality, and service standardsMentor, coach, and train team members to enhance individual and team effectivenessOversee the receipt and entry of purchase orders, order modifications, adjustments, changes, and all aspects of an accurate order from entry through the receipt of the product at the customer’s doorCollaborate with Outside Sales, Production, Scheduling, Shipping/Logistics, and design the meet delivery expectations.Act as a front-line decision maker for major or critical customer accounts. Serve as a point of escalation for complex customer inquiries, issues, and service requests; ensure timely and effective resolutionIdentify opportunities for process improvement and lead initiatives to enhance efficiency, accuracy, and customer satisfactionDevelop, document, and maintain standard operating procedures and work instructionsFoster a professional, positive, and customer-focused team environmentMaintain consistent, proactive communication with internal stakeholders and external customersPerform Customer Service Representative (CSR) responsibilities as needed to support assigned accounts and team workloadEnsure compliance with company safety policies, and GMP (Good Manufacturing Practices) guidelinesAdhere to all company policies, procedures, and regulatory requirementsPerform other duties as assignedQualifications and RequirementsTo perform this role successfully, the individual must demonstrate the ability to execute all essential duties effectively and safely. In addition to standard CSR competencies, the following qualifications are required:Proven ability to lead, coach, and motivate team members in a collaborative environmentStrong problem-solving, decision-making, and organizational skills with the ability to manage multiple prioritiesAdvanced troubleshooting capabilities and attention to detailExcellent verbal and written communication skills, with the ability to interact effectively across all levels of the organization.Bilingual proficiency in English and Spanish (verbal and written) preferredDemonstrated ability to drive process improvements and support operational efficiencySupervisory ResponsibilitiesThis Managerial role has direct supervisory duties as a collaborative leader interacting with all areas, influencing team performance, fostering engagement, and promoting continuous improvement within the Customer Service function.