Overview
Customer Service Manager Jobs in Schaumburg, IL at Waterstone Human Capital USA
Title: Customer Service Manager
Company: Waterstone Human Capital USA
Location: Schaumburg, IL
About The Opportunity
A growing and well-established manufacturing organization is seeking a Customer Experience Manager to lead customer support operations, order management, and sales support functions. This position is open due to an internal promotion and offers the opportunity to step into a highly visible leadership role with direct impact on customer satisfaction, operational efficiency, and overall business performance.
This role is ideal for a hands-on leader who enjoys building strong teams, improving processes, and driving accountability in a fast-paced environment.
Key Responsibilities
- Lead, coach, and develop a customer support and order entry team to ensure strong performance and accountability
- Oversee daily call center operations including staffing, scheduling, workflow management, and escalations
- Establish and monitor KPIs related to customer service performance, order accuracy, response times, and operational efficiency
- Manage order entry and sales support processes to ensure timely and accurate execution
- Partner cross-functionally with Sales, Operations, and other internal teams to support quotes, pricing, order validation, and customer issue resolution
- Identify operational inefficiencies and implement continuous improvement initiatives across customer service and order management functions
- Support a culture focused on responsiveness, collaboration, and customer satisfaction
Qualifications
- Bachelor’s degree in Business, Communications, Management, or a related field preferred
- 3–5+ years of leadership experience within customer service, sales support, call center operations, or related functions
- Manufacturing industry experience required
- Strong understanding of customer support operations, order entry workflows, and CRM/ERP systems
- Proven leadership ability with experience managing competing priorities and improving team performance
- Excellent communication, problem-solving, and organizational skills
Why Join This Opportunity
- Stable and growing organization with a strong employee-focused culture
- Opportunity to step into a leadership role with visibility and influence across the business
- Collaborative environment that values operational excellence and continuous improvement
- Strong potential for long-term growth and advancement
- Ability to make a direct impact on customer experience and business performance
