Customer Service Manager Manufacturing

Job Title: Customer Service Manager Manufacturing

Location: Des Plaines, IL, full onsite role 5 days a week

Base Salary: $90-120K base, plus bonus, depending on experience

Job Summary:

The Customer Service Manager is a strategic operations leader who owns the customer experience from quotation to invoice. This role sets the standard for a customer-first culture across the Company. It drives measurable improvements in service, accuracy, and efficiency, and builds a high-performing team that partners closely with Logistics, Sales, Product Management, Accounting, IT, and senior leadership.

Being on-site is essential for leading the team, working across departments, and responding quickly to customer needs.

Key Responsibilities:

*Customer-first leadership: Champion a customer-first mindset.

*Own the voice of the customer and lead the annual Customer Satisfaction Survey, analyze the results, calculate the Satisfaction Index, and turn the findings into action plans that produce measurable improvement.

*Serve as the escalation point for complex customer issues, resolving them quickly and addressing root causes so they do not come back.

*Give leadership strategic insight on market trends, pricing pressure, sales patterns, and customer feedback to inform business decisions.

Team leadership and development

Must be a Lead, coach, and develop the team, to deliver accurate quotations, on-time shipments, correct invoicing, and proactive communication.

Build and run structured training on company policies, products, the quality program, order entry, and inventory control.

Set ambitious annual goals, hold the team accountable through regular performance reviews, and develop future leaders.

Build a high-accountability, high-morale culture centered on ownership, teamwork, and service excellence.

Continuous improvement and operational excellence

Make sure ERP data in scope is timely and accurate, and lead system and process improvements where gaps exist.

Performance management and reporting

Own and report on key performance metrics, including Corrective Action Reports (CARs),

On-Time Delivery, Invoicing Accuracy, On-Time Invoicing, and the Customer Satisfaction Index.

Partner with internal and external stakeholders on physical inventories, internal and external audits, and ISO 9001 compliance.

Qualifications:

7+ years of progressive experience in operations, logistics, customer service, or related fields, including at least 3 years leading teams.

Required ERP experience; SAP strongly preferred.

Must have managerial experience and leading a team as a proven leader who builds, motivates, and develops high-performing teams.

Strong track record of putting the customer first and turning customer feedback into business results.

Demonstrated success leading continuous improvement efforts; Lean, Six Sigma, or similar experience strongly preferred.

Highly analytical, comfortable using data and metrics to diagnose problems and drive decisions.

Advanced proficiency with ERP systems (SAP strongly preferred) and Microsoft Office, especially Excel.

Solid knowledge of inventory management, logistics coordination, and audit readiness.

Education: Must have a bachelor's degree in business administration, Operations, Supply Chain, or a related field required; and MBA a plus.

Fully in-office at the Rosemont location; this position is not eligible for remote or hybrid work.