Customer Service Manager

nVenia

Wood Dale, IL

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JOB DETAILS

SKILLS

Analysis Skills, Call Center Management, Call Center Operations, Call Center Staffing, Call Centers, Change Requests/Orders, Coaching, Communication Skills, Continuous Improvement, Corrective Action, Cross-Functional, Customer Escalations, Customer Experience, Customer Relations, Customer Relationship Management (CRM) Systems, Customer Satisfaction, Customer Service Management, Customer Support/Service, Embedded Systems, Leadership, Logistics, Manufacturing, Operations, Order Management, PNG, Performance Analysis, Performance Management, Performance Metrics, Performance Reviews, Problem Solving Skills, Process Improvement, Product Programs, Production Planning, Sales, Service Level Agreement (SLA), Standard Operating Procedures (SOP), Standards Development, Talent Management, Team Building, Team Lead/Manager, Telephony, Time Management, Training Program Development, Trend Analysis, Workforce Management

LOCATION

Wood Dale, IL

POSTED

8 days ago

This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/13538151 ![](embedded:image1.png)**nVenia** **POSITION DESCRIPTION** **POSITION TITLE:** Customer Service Manager **REPORTS TO:** Vice President of Lifecycle Services **LOCATION:** Wood Dale, IL **DEPARTMENT:** Lifecycle Services **POSITION TYPE:** Regular Full-time **DATE:** June 2026 **FLSA STATUS:** ? Exempt ? Non-Exempt This position description identifies the major responsibilities of this job. It does not include all aspects of the position such as the potential additional duties assigned by supervisors and the requirement for flexibility in helping others for the company\'s overall benefit. **POSITION SUMMARY** We are seeking an experienced and results-driven Manager of Customer Service to lead our customer service representative (CSR) team. This role is responsible for overseeing day-to-day operations of a mid-sized call center environment, developing and coaching a high-performing team, and driving exceptional customer experiences in a complex, engineered-to-order (ETO) manufacturing environment. The ideal candidate brings a deep understanding of custom order processes, variable lead times, and technical product inquiries and knows how to build a team that handles them with confidence and care. **ESSENTIAL RESPONSIBILITIES** **Team Leadership & Performance Management** Lead, coach, and develop a team of Customer Service Representatives in a call center environment of 1525 agents Set clear performance expectations, conduct regular 1:1s, and deliver timely, constructive performance reviews Develop and implement training programs to improve product knowledge, order management proficiency, and customer communication skills Foster a positive team culture grounded in accountability, continuous improvement, and customer focus **Call Center Operations** Manage daily call center operations including staffing, scheduling, queue management, and escalation handling Monitor and analyze key performance metrics (AHT, FCR, CSAT, abandonment rate, SLA adherence) and drive improvement initiatives Develop and maintain standard operating procedures (SOPs) and call-handling guidelines Partner with IT and operations leadership on telephony platforms, CRM systems, and workforce management tools **Engineered-to-Order Customer Support** Serve as the customer-facing escalation point for complex order inquiries, including lead time, configuration changes, order status, and technical clarifications Collaborate closely with engineering, production planning, sales, and logistics teams to manage customer expectations and resolve order issues proactively Ensure CSRs are equipped to communicate order timelines, change order implications, and customization constraints clearly and accurately Champion process improvements that reduce order-related friction and improve on-time delivery communication **Customer Experience & Continuous Improvement** Own the customer satisfaction program including CSAT/NPS tracking, feedback analysis, and action planning Identify trends in customer complaints and order issues; surface root causes and drive cross-functional corrective actions Lead or support implementation of new tools, processes, or systems that improve CSR efficiency and customer experience **POSITION SPECIFIC COMPETENCIES** People Leadership inspires trust, develops talent, and holds teams accountable with consistency and fairness Customer Orientation relentlessly focused on delivering a positive customer experience even in complex, technical situations Operational Discip

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nVenia

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