- Lead process improvement initiatives for order processing and shipment flow for key e-commerce customers.
- Analyze and develop goals and objectives for team members.
- Track, rank, and publish Key Performance Indicators (KPIs) and develop improvement plans.
- Coach and develop team members on order entry accuracy and service quality.
- Interview, hire, and train new team members.
- Support escalated issue resolution.
- Disseminate departmental and company information in cross-functional meetings.
- Drive end-to-end cross-functional system improvements based on quality assurance insights.
- Uphold company values and contribute to a positive team environment.
- Control and execute weekly time reporting system.
- Attend and disseminate departmental and company information in cross-functional meetings.
- Effectively communicate company guiding principles, values, and business objectives.
- Work effectively with others in a team environment to accomplish organizational goals and resolve problems.
- Be present in the workplace to effectively communicate amongst co-workers and teams.
- Demonstrate commitment, dependability, punctuality, and adherence to agreed-upon schedule.
- Gather and report metrics.
- Communicate with various departments.
- Travel to other sites for training purposes (up to 10%).
- Perform other duties as assigned.
- Bachelor's degree from a U.S. Department of Education accredited school OR any equivalent combination of education, experience, and training which provides the required knowledge, skills, and abilities will be accepted.
- 3 years of leadership experience in customer service.
- 3 years of e-commerce experience within a B2B setting.
- Proficiency in EDI and Portal management, including analyzing performance data.
- Strong knowledge of EDI troubleshooting, portal management, and quality assurance.
- Proficiency in Microsoft Office programs, JD Edwards, Zendesk, SAP, or similar ERP systems.
- Experience in documenting e-commerce-based customer service processes.
- Ability to work independently, manage time effectively, and achieve goals with minimal supervision.
- Excellent project management, communication, and presentation skills.
- Competitive Compensation Package
- Company provided Life Insurance and Short-Term Disability.
- 401(k) Employer Match.
- Paid Time Off Programs
- Comprehensive Benefits Package.
- Team Member discounts on Visual Comfort Products.
-
Client Services Manager
2 days ago
All-Stat Portable Skokie, United StatesJob Description · Job DescriptionCompany Summary: All-Stat Portable is a proud provider of medical diagnostic services since 1978. Our goal has always been to provide the highest level of quality and accuracy for our customers. · Job Description: · The Client Services Manager is ...
-
Client Services Manager
2 days ago
All-Stat Portable Skokie, United StatesCompany Summary: All-Stat Portable is a proud provider of medical diagnostic services since 1978. Our goal has always been to provide the highest level of quality and accuracy for our customers. · Job Description: · The Client Services Manager is responsible for supervising and ...
-
Northwestern University Evanston, United StatesJob Summary: · Serving as the Office Manager for Counseling and Psychological Services (CAPS), this position provides oversight of the day-to-day reception operations of the department across three locations. This includes direct supervision (includes overseeing recruitment effor ...
-
Fleet Service Manager
2 weeks ago
North American Corporation of Illinois Glenview, United StatesAs the Fleet Services Manager, you will serve as the primary contact concerning the dedicated fleet and associated equipment responsible for planning, managing, coordinating, and managing the company's fleet needs, utilization, maintenance, repair, r Service Manager, Manager, Fle ...
-
IT Service Delivery Manager
1 day ago
Wespath Glenview, United States**IT Service Delivery Manager** · Location: · 1901 Chestnut Ave · Glenview, Illinois, 60025 · United States · Category: · Information Technology · Date Needed by: · 12/31/2021 · **Primary Duties and Responsibilities:** · Wespath Benefits and Investments, recognized as a ...
-
Service Manager I
1 day ago
First Busey Glenview, United States** Service Manager I | Downtown Glenview** · **Job Category****:** Retail **Requisition Number****:** SERVI004583 Showing 1 location **Job Details** · **Description** · **Schedule:** Monday - Friday 8:15am - 5:15pm, Saturday 8:30 - 12:30. Hours May Vary · **WHAT YOULL BRING** ...
-
Nursing Service Manager
1 week ago
Nexus Solutions East Chicago, United StatesMore than just a job: Team DRK · These are your tasks: · • Monitoring of customer planning for optimal utilization of nursing tours · • Customer acquisition, consultation, and contact · • Ensuring and monitoring of nursing services · This is you: · Completed training as a nursing ...
-
Service Manager IT-MKT Acquisition
1 day ago
Softtek Chicago, United StatesEstamos al tanto de una campaña fraudulenta por WhatsApp. · Mensajes de personas que se hacen pasar por representantes de Softtek ofrecen remuneración por "Likes" o compartir elcanal de YouTube o redes sociales de Softtek. · Estos mensajes son completamente falsos y no representa ...
-
Senior Service Manager
1 week ago
Apex Innovations Lisle, United StatesAre you looking to develop your skills and competencies in one of the largest banks in Germany? Then you've come to the right place at LBBW. Our high-performing and dedicated employees are our central success factor. With initiative and responsibility, we create sustainable value ...
-
Guest Services Manager
2 days ago
DoubleTree by Hilton Hotel Chicago - North Shore Conference Center Skokie, United StatesThe Guest Service Manager is responsible for supervising the front desk operation which includes: staff training, inter-department communications, and staff accountability. The Guest Service Manager should possess strong communication skills and demonstrate leadership abilities. ...
-
Client Services Manager
5 days ago
All-Stat Portable Skokie, United States**Company Summary**:All-Stat Portable is a proud provider of medical diagnostic services since 1978. Our goal has always been to provide the highest level of quality and accuracy for our customers. · The Client Services Manager is responsible for supervising and directing the cli ...
-
Guest Services Manager
2 weeks ago
DoubleTree by Hilton Hotel Chicago - North Shore Conference Center Skokie, United States Full timeThe Guest Service Manager is responsible for supervising the front desk operation which includes: staff training, inter-department communications, and staff accountability. The Guest Service Manager should possess strong communication skills and demonstrate leadership abilities. ...
-
Financial Services Manager
3 weeks ago
West Woods of Niles Niles, United States**Essential Functions of a Financial Services Manager**: · - Works closely and backed up Admissions to ensure payer sources, financial admissions forms, and Point Click Care are completed accurately. · - Maintain Resident Trust Fund Accounts. · - Code vendor invoices to ensure fi ...
-
Busey Bank Glenview, United StatesPosition Summary · The Service Manager I is responsible for selling all bank products and services to customers and non-customers in a needs-based manner. The position is responsible for the daily operations of the service center, supervising, mentoring, and coaching the teller ...
-
Service Lane Manager
2 weeks ago
Berman Auto Group Niles, United States Full timeJob Description · As a Service Lane Manager you will be responsible for assisting with training, motivating, counseling and monitoring the performance of the service department staff. In addition, you will be responsible for writing up repair orders, maintaining at or an above av ...
-
Infrastructure Services Manager
2 days ago
Wipro Limited Skokie, United StatesOverview: · Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. · We leverage our holistic portfolio of capabilities in ...
-
Residential Services Manager
1 week ago
YWCA Evanston North Shore Evanston, United StatesJob Description · Description: · The Residential Services Manager maintains a well-functioning, supportive, and compassionate residential environment for survivors of domestic violence living in emergency shelter or long-term housing. This position coordinates the daily operation ...
-
Residential Service Manager
1 week ago
YWCA Evanston North Shore Evanston, IL, United States Full time: The Residential Services Manager maintains a well-functioning, supportive, and compassionate residential environment for survivors of domestic violence living in emergency shelter or long-term housing. This position coordinates the daily operations of the YWCA emergency shelter ...
-
Managed Services Help Desk Manager
3 weeks ago
Bowman Williams Lincolnwood, United StatesManaged Services Help Desk Manager · We are a venture-backed IT, Cloud, Cybersecurity Solutions & Compliance Service Provider. We are a growing firm and just received recapitalization funding and rebranding after a merger. We are based in Chicago, and cater our services (primari ...
-
Customer Service Manager
3 weeks ago
Home Care Powered by AUAF Lincolnwood, United States**About Our Company** · Home Care Powered by AUAF is a fast-growing, non-profit organization providing non-medical, in-home services for over 25 years. Our mission is to provide quality, in-home service that will allow seniors to live comfortably and independently in the familiar ...
Customer Service Manager - Skokie, United States - Visual Comfort & Co.
Description
JOB TITLE: Customer Service Manager – Ecommerce
FLSA: Exempt
STATUS: Full Time, On-site
LOCATION: Skokie, IL
SUPERVISOR: Senior Customer Service Manager
Company Description:
At Visual Comfort & Co. our mission is to bring Visual Comfort to every space and setting by harnessing the transformative power of light and design. Visual Comfort & Co. is the premier resource for decorative lighting, architectural lighting, and ceiling fans from the most influential designers in the world. We are proud to offer a market-leading range of premium products across categories, styles, and price points, remaining committed to beautiful design and, above all, world-class customer experience.
Position Summary:
The Customer Service Manager, ECOMM / Strategic Accounts is responsible for managing the day-to-day functions of the strategic accounts has technical Electronic Data Interchange (EDI) expertise and is responsible for supporting EDI and Portal tactical workflow including KPI development, performance tracking, and cost/time management impact analysis. This role is also responsible for documenting, maintaining, and improving all Portal and EDI processes and establishing related performance metrics and objectives. This leader collaborates closely with the E-commerce Sales and Operations teams to drive end to end E-commerce customer experience continuous improvement.
In addition to E-commerce, EDI, and Portal expertise, the role requires robust Quality Assurance (QA) experience as it is primarily responsible for improving E-commerce process and procedure efficiency and effectiveness with the specific objective of reducing customer, partner, and agent effort. This role supports the E-commerce QA strategy and is accountable for leveraging it to increase electronic interaction proficiency to inspire customer confidence resulting a measurably increase satisfaction, loyalty, and retention. This role will utilize insight mined from C-Sat surveys and Net Promoter Score (NPS) metrics to measure, track, and publish cross-functional customer experience performance.
This role requires the proven ability to utilize data analysis to achieve next level phone support and customer support (Zendesk) ticket performance improvement and service quality enhancements such as Predictive Service Modeling with a focus on service value, cost savings/avoidance and waste/effort reduction.
This Manager is responsible for hiring, as well as coaching and developing all subordinates, administering disciplinary action and performance reviews. This leader resolves all escalated calls, e-mails or issues. Partner with ecommerce sales team to drive improvements in order processing and customer experience.
Responsibilities:
Qualifications:
What Visual Comfort & Co. Offers:
EQUAL EMPLOYMENT OPPORTUNITY: During employment candidates and team member are treated without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, gender identity, or expression, genetic information, or any other legally protected status.
Customer Service Manager professionals in Skokie
-
Oluwatofunmi Ojomu
Operational Manager
-
Michael Kusper
Warehouse worker
-
Maxine Lucas
Customer Service Representative