Kelly Services is partnering with a dynamic and growing company in the manufacturing/retail sector. As they are preparing to expand our operations to Schaumburg, we are looking for a seasoned Customer Service Manager to oversee our key accounts and lead our customer care team. This role requires a hands-on approach, with a keen focus on maintaining high service standards, managing internal processes, and serving as a crucial link between sales, head office, and customers.

• Job Title: Customer Service Manager

• Location Schaumburg

• Duration: Direct Hire

• Salary: $70,000 – 80,000 depending on experience

• Hours: Monday – Friday 8:00a – 5:00pm

Position Responsibilities:

• Team Leadership & Management: Oversee a team of at least 7 customer care specialists, including one supervisor, with 5 based out of Schaumburg. Responsible for supervision, training, and overall team management.

• Customer Care Operations: Act as the focal point between sales, head office, and customers. Handle purchase orders, quotes, and follow-up with warehouse for timely deliveries. Address and resolve shipment delays proactively.

• Communication & Coordination: Work closely with shipping companies and internal departments to ensure seamless execution of customer orders.

• ERP & Systems Proficiency: Must be hands-on with our ERP system from day one. Train and guide the team on efficiently using the ERP for processing returns, credit notes, and managing customer accounts.

• Problem-solving: Take immediate action on missed shipments, ensuring wrong goods are sent back and correct goods are dispatched within 48 hours.

• Customer Negotiation: Skilled in negotiating and communicating with customers, ensuring satisfaction and retention.

Requirements:

• Experience: At least 5 years of proven experience as a Customer Service Supervisor, either from the manufacturing, logistics or retail sales sector.

• Educational Background: A college degree in Communications, Supply Chain, or related fields is preferred.

• Skills: Must be highly organized and proficient in the use of ERP systems, MS Suite, and have intermediate Excel skills.

• Soft Skills: A "get the job done" attitude, capable of taking authority and responsibility for the team and operations. Excellent communication and team management skills are critical.

• Training & Development: Comfortable training new employees and hands-on with operations to ensure team efficiency.

• Logistics: Will manage both incoming and outgoing shipments.

Additional Information:

• The person hired must be committed to working 100% in the office until fully trained (at least 6 months), with potential for 1 day a week work from home thereafter.

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here (https://www.mykelly.com/help-support-working-with-kelly-us/#Benefits) for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

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About Kelly

Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.

Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly’s Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.

Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly’s Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.