Job Description

Position Summary:

Are you interested in joining a multi-generation, family-owned, industry leader on the Northwest Side of Chicago? This successful and growing business has been designing, manufacturing, and distributing ad specialty products for over 50 years, and due to growth, we have an opportunity for a Customer Service Manager.

This pivotal role will be responsible for ensuring the smooth operation of the customer service office, fostering a positive and productive environment, and working closely with the leadership team to maintain a customer-focused, efficient, and organized workplace. If you enjoy managing day-to-day office operations while developing and streamlining processes to support a growing team, this role is for you. Strong interpersonal and organizational skills are required, along with the ability to build relationships across distributed teams, solve problems, and support both staff and leadership. The successful candidate will oversee administrative functions, team coordination, customer service workflows, and office operations while promoting a collaborative and customer-first culture.

Responsibilities/Duties:

• Provide overall leadership and guidance to the Customer Service Department ensuring optimal performance and organization of office operations.
• Supervise the daily activities of a distributed customer service team
• Manage customer service operations across multiple industries, addressing diverse client needs with tailored solutions.
• Address and resolve escalated customer service issues, supporting team members in handling complex or high-stakes situations.
• Coordinate and streamline workflows, policies, and procedures to improve efficiency and ensure excellent customer service.
• Act as a liaison between the customer service team and leadership, communicating updates, challenges, and recommendations.
• Collaborate with the leadership team to align office operations with company goals and customer satisfaction standards.
• Utilize and manage office technology and software, including customer relationship management (CRM) systems, to streamline processes and ensure data accuracy.
• Develop and Manage Customer Service for multiple locations with process improvement
• Work with Production and Purchasing managers on product production scheduling
• Continuously learn and develop expertise in the ERP system to optimize customer service processes, generate reports, and improve operational efficiency.
• Develop and implement training programs for team members to improve skills and knowledge in customer service practices.
• Ensure compliance with company policies and legal regulations.
• Lead team-building and recognition initiatives to foster a positive work environment and high employee morale.

Knowledge and Skills Required:

• Proven experience in office management, administrative leadership, or customer service management (three or more years).
• Strong organizational and time management skills with the ability to multitask in a fast-paced, deadline-driven environment.
• Demonstrated ability to lead a distributed/multi location team, manage workflows, and improve office operations.
• Solid knowledge of office management tools ERP, CRM systems, and Microsoft Office programs.
• Strong communication skills, both written and verbal, with a customer-focused mindset.
• Ability to manage sensitive and confidential information with professionalism.
• Problem-solving skills and a proactive approach to addressing challenges and streamlining operations.
• Experience in a manufacturing or product-focused environment is a plus.

Education and/or Experience:

• Three years of experience in office management, administrative leadership, or customer service supervision.
• Proficiency in Microsoft Office Suite and experience with CRM and ERP systems.
• Bachelor’s degree in Business Administration, Management, or a related field preferred.

If you are interested in working in a fast-paced, fun, and dynamic work environment in a convenient location, please provide your resume to hr@stellarrecognition.com. This position offers a competitive salary and benefits package, which includes health, dental, life, vision, STD, LTD, and a 401(k) plan. The salary range for this position is $75,000 to $85,000 with eligibility for an annual bonus.

Employment Type:

Full-time

Hours : Monday – Friday, 8:30-5:00 PM

Location : Onsite 5 days/week in Chicago 60646, with occasional travel (less than 20%) to Peoria or other offices as needed.

Benefits : Health, dental, life, vision, STD, LTD, and 401-k plans.

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