Sterling Engineering, Inc. is hiring: Customer Service Manager in Chicago

Sterling Engineering, Inc.

Customer Service Manager

Location: Chicago, IL 60661 US

Employment Type: Permanent

Job Category: Executive/ Management

Compensation: $125,000 - $130,000 / year

Job Description

Overview: Sterling has helped build careers for thousands of professionals like yourself. Our expert recruiters support you at every step in the process and as a Best of Staffing company, Sterling provides exciting work with exceptional employers across the U.S.

Job Summary:

• In this leadership role, you'll be responsible for overseeing all aspects of our customer service department, ensuring a seamless experience from order processing to fulfillment. You'll lead a team of dedicated representatives, collaborate with logistics partners, and tackle any customer inquiries or issues that arise.

Job Duties:

• Lead and empower a customer service team, providing coaching and guidance in order entry, compliance, routing, and effective communication.
• Foster a collaborative partnership with third-party logistics providers to achieve optimal delivery performance and on-time deliveries.
• Develop comprehensive training materials and establish clear standard operating procedures for consistent and efficient customer service.
• Analyze customer service processes to identify areas for improvement and implement solutions to enhance overall quality.
• Create and track key metrics to monitor order-to-cash efficiency and customer order cycles, ensuring smooth operations.
• Manage complex customer requests, investigate logistics claims, and navigate communication with top accounts.
• Ensure warehouse partners understand and adhere to established procedures for order fulfillment.
• Develop and implement tools and strategies to streamline departmental processes for increased efficiency and productivity.
• Build strong relationships with other departments (e.g., Sales, Warehousing) to foster a collaborative work environment and maximize overall company success.
• Maintain and update internal systems and documents to ensure accuracy and accessibility.

Qualifications:

• Bachelor's degree in Supply Chain Management or a related field (preferred)
• Minimum 3-5 years of experience in a customer service leadership role, ideally within the Consumer Packaged Goods (CPG) industry
• Advanced proficiency in Microsoft Excel and strong working knowledge of Enterprise Resource Planning (ERP) systems
• Expertise in Electronic Data Interchange (EDI)
• A proactive, self-directed, and highly motivated team player with exceptional multitasking abilities
• Strong attention to detail, exceptional problem-solving skills, and clear written and verbal communication
• Experience with Microsoft Dynamics a plus

Qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information.

Meet Your Recruiter

Alicia Alexander

As one of the most respected names in engineering staffing, Sterling has hundreds of opportunities with top employers.

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