Manager, Customer Service

FedEx Supply Chain, Inc; New Lenox (IL); On-site; USD 65,000 - 124,000; Full time

Benefits offered by this job

Competitive pay

401(k) plan with company match

Holiday pay & PTO

Medical/Dental/Vision

Life insurance

AD&D

Disability

Parental leave

Paid bereavement

Job summary

FedEx Supply Chain, Inc. in Illinois seeks a Manager, Customer Service to lead a team, drive daily operations, and maintain strong relationships with customers and vendors. You will coach staff and oversee order management and customer service functions, serving as the interface for customer initiatives.

The role emphasizes budget development, policy implementation, and ensuring production, quality, and safety objectives are met. Strong leadership and Lean/Six Sigma experience are preferred.

Qualifications

• Bachelor's degree in Logistics or Industrial Engineering preferred.
• Minimum of 8 years of relevant experience required.
• In lieu of degree, high school diploma or GED with 10 years of relevant experience.
• Span of control must be at department level or above.
• Minimum of 5 years of management/supervisory experience in a high-volume logistics environment.

Responsibilities

• Manage two or more direct reports, including coaching, development, recognition, and performance management.
• Plan, organize, staff, direct, and control daily departmental operations; develop and implement policies and programs.
• Develop and manage departmental budget; ensure compliance and address variances.
• Enhance customer experience through effective communication tools.
• Coordinate facility order management functions to ensure efficiency and satisfaction.
• Monitor and evaluate operational productivity goals across all shifts.
• Foster and reinforce company culture within the facility.
• Ensure facility production, quality, and safety objectives are met.
• Review and validate production and inventory reports for accuracy.
• Ensure compliance with Core Excellence Program through regular audits.
• Manage staffing levels, overtime, and headcount to align with budget.
• Lead initiatives to improve inventory accuracy and operational efficiency.

Skills

Six Sigma

Lean methodologies

Team leadership

Education

Bachelor's degree in Logistics or Industrial Engineering

High school diploma or GED with 10 years of relevant experience

Job description

The Manager, Customer Service is a leadership role responsible for driving employee productivity and ensuring successful account operations. This position focuses on tactical execution of daily activities, employee coaching and mentoring, and maintaining strong relationships with internal and external customers and vendors. The manager oversees account order management and customer service functions and serves as a direct interface for customer initiatives and presentations.

Primary Responsibilities

• Manage at least two full-time exempt direct reports, including hiring, coaching, skills development, recognition, performance management, and disciplinary actions.
• Plan, organize, staff, direct, and control daily departmental operations; develop and implement policies and programs.
• Develop and manage departmental budget; ensure compliance and address variances.
• Enhance customer experience through effective communication tools (e.g., shared drives, websites).
• Coordinate facility order management functions to ensure efficient planning and customer satisfaction.
• Monitor and evaluate operational productivity goals across all shifts.
• Foster and reinforce company culture within the facility.
• Ensure facility production, quality, and safety objectives are met.
• Review and validate production and inventory reports for accuracy.
• Ensure compliance with the Company’s Core Excellence Program through regular audits.
• Manage staffing levels, overtime, and headcount to align with operational budget performance.
• Lead initiatives to improve inventory accuracy and operational efficiency.

Education and Experience

• Bachelor's degree in Logistics or Industrial Engineering preferred.
• Minimum of 8 years of relevant experience required.
• In lieu of degree, high school diploma or GED with 10 years of relevant experience.
• Span of control must be at department level or above.
• Minimum of 5 years of management/supervisory experience in a high-volume logistics environment.

Skills and Qualifications

• Experience with Six Sigma or Lean methodologies; Green Belt certification preferred.
• Team-building and leadership experience preferred.

Physical & Cognitive Requirements (With or Without Accommodation)

• Ability to follow policies and procedures.
• Ability to read, write, and interpret information.
• Ability to add, subtract, multiply, and divide.
• Ability to use hands to finger, handle, or feel.
• Ability to sit, walk, or stand for the duration of the shift.
• Must possess visual acuity to perform essential job functions.
• Ability to conduct physical tasks with a full range of motion throughout the warehouse environment.
• Ability to lift/carry items up to 50 pounds.

Equal Opportunity Employer

FedEx Supply Chain, Inc. is an Equal Opportunity Employer, including veterans and individuals with disabilities.

Federal Express Corporation participates in the Department of Homeland Security U.S. Citizenship and Immigration Services' E-Verify program (for U.S. applicants and employees only).

FedEx Supply Chain is committed to providing access, equal opportunity, and reasonable accommodation for qualified individuals with disabilities in its application procedures, hiring, and other terms and conditions of employment.

Federal Express Corporation is an Equal Opportunity Employer including, Vets/Disability.

Reasonable accommodations are available for qualified individuals with disabilities throughout the application process.

Applicants have rights under Federal Employment Laws:

Perks and Benefits at FedEx Supply Chain (FSC)

• Competitive Pay: Competitive wages depending on your location and experience, paid bi-weekly for both full-time and part-time opportunities.
• 401(k) plan with company match after 1 year
• Holiday pay and accrued paid time off programs offering both Vacation and PTO
• Medical, dental, vision, and voluntary benefits available on day one
• Basic life insurance
• Basic AD&D coverage
• Supplemental Life and Supplemental AD&D
• Short-Term and Long-Term Disability coverage for full-time employees after 180 days of service
• Paid parental leave for both moms and dads
• Paid bereavement and jury duty

Note: Pay is based on several factors including, but not limited to, market location and may vary depending on job-related knowledge, skills, education/training, and a candidate's work experience.

Job Disclaimer (US)

Please note that this job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. The Company reserves the right to modify duties or assign additional responsibilities as necessary to meet business needs.

Pay Range The estimated pay range for this job. Disclosing pay information promotes competitive and equitable pay. The actual pay rate will depend on the person's qualifications and experience. $65,108.00 - $123,538.00 / year

Pay Transparency

In order to support the Fair Compensation Strategy by the US Govt., HR Dept., clients are required to adhere to "Pay Transparency Law"; in the impacted states; that have mandated the employers to list the salary ranges in Job advertisements or postings for job opportunities and Job promotions.