Customer Service Manager

Operations Manager /Customer Service ManagerMetals/International ConglomerateChicago, Ilinois location-Hybrid$70,000-85,000 + Bonus/Great Benefits!This position is responsible for managing and monitoring inside sales staff involved in the Import and domestic trading business as well as the Value Added/Demand Chain Management Business - including activities such as customer service, inventory management, invoicing, accounts payable, compliance, contracts and management reporting. The incumbent may also be responsible for administration of incumbent's own business transactions. POSITION RESPONSIBILITIESSets principle goals and job descriptions for team members, and regularly monitors, evaluates and provides feedback on staff member's performance (i.e. customer service and documentation). Assesses ongoing staffing needs. Trains and assigns mentors to new staff members.Develops and implements strategic plans to improve customer service and accommodate corporate goals.Monitors work and deliverables of the group and deals with issues as needed. Ensures that work is performed and completed in an efficient and timely manner and meets customer needs and corporate quality standards. Provides input and makes decisions on issues related to standards.Prepares or oversees preparation and presents periodic reports on inventory positions, inventory turns, recent shipment trends, business trends, service trends, system needs, inventory reconciliation updates.Assists Sales Administration staff with maintaining relationships. Investigates and assists in resolving customer complaints and issues.Assigns accounts to Sales Administration staff based on forecasted customer business activity and monitors staff workload - adjusting as necessary.Keeps abreast of all trends, new products and general economic conditions in the industry.May be responsible for researching a price structure which requires analyzing production and transportation costs in relation to the selling price. Assures completion of all documentation in accordance with SOP's and compliance requirements.Participates in projects as needed.REQUIRED SKILLS/COMPETENCIES:Knowledge Areas:Ability to organize, assign, schedule, manage and report on the work of the groupStrong customer service orientationAbility to understand basic accounting principlesAbility to document the functions, policies, workflows and standards of the groupAbility to deal effectively with people in various job capacitiesStrong managerial skills (experience or aptitude for)Excellent problem-solving and communication skillsExcellent project coordination skills, ability to manage multiple projects simultaneouslyTechnical / Communication Skills:Bachelor's degree or equivalent experienceStrong knowledge of computer software applicationsMicrosoft Windows & Office suite - Excel, Word, and OutlookExcellent written, oral communication and organizational skills requiredExcellent project coordination, organization and leadership skillsStrong communication and technical skillsTeam oriented and self starterMust be able to manage multiple projects under time constraintsExperience with a top-tier multi-national trade services organizationExperience:Minimum five (5) years' experience or a combination of training and experience which indicates the ability to do the jobExperience in corporate databasesExperience in SAP environment preferable

Created: 2025-02-21