What are the responsibilities and job description for the Customer Service Manager position at LaSalle Network?
We are seeking a proactive and experienced Customer Service Manager to lead and support a team of 10 customer service agents for one of our rapidly growing manufacturing clients based in Oak Brook, IL. This is an excellent opportunity for a hands-on leader who thrives in a fast-paced, customer-focused environment and is passionate about driving performance, efficiency, and client satisfaction.
Key Responsibilities:
Thank you
Ashly Wheatland
Project Manager
LaSalle Network is an Equal Opportunity Employer m/f/d/v.
LaSalle Network is the leading provider of direct hire and temporary staffing services. For over two decades, LaSalle has helped organizations hire faster and connect top talent with opportunities, from entry-level positions to the C-suite. With units specializing in Accounting and Finance, Administrative, Marketing, Technology, Supply chain, Healthcare Revenue Cycle, Call Center, Human Resources and Executive Search. LaSalle offers staffing and recruiting solutions to companies of all sizes and across all industries. LaSalle Network is the premier staffing and recruiting firm, earning over 100 culture, revenue and industry-based awards from major publications and having its company experts regularly contribute insights on retention strategies, hiring trends and hiring challenges, and more to national news outlets.
Key Responsibilities:
- Lead, coach, and mentor a team of 10 customer service representatives to meet and exceed performance metrics.
- Oversee daily operations of the customer service department, ensuring timely and accurate handling of customer inquiries, orders, complaints, and returns.
- Develop and implement best practices, standard operating procedures, and training programs to enhance service delivery.
- Monitor team KPIs and report on performance metrics to senior leadership.
- Resolve escalated customer issues effectively and with professionalism.
- Collaborate cross-functionally with sales, production, logistics, and quality teams to ensure seamless customer experiences.
- Identify opportunities for process improvements and technology enhancements to optimize workflows.
- Support the recruitment, onboarding, and development of customer service team members.
- Maintain a strong understanding of company products, services, and systems.
- 5 years of experience in a customer service leadership role, preferably within manufacturing, distribution, or a related industry.
- Proven track record of managing and developing high-performing teams.
- Strong problem-solving skills and ability to manage escalations tactfully.
- Excellent verbal and written communication skills.
- Proficient in CRM systems and Microsoft Office Suite; experience with ERP systems is a plus.
- Highly organized, detail-oriented, and capable of managing multiple priorities.
- Bachelor’s degree preferred but not required with relevant experience.
Thank you
Ashly Wheatland
Project Manager
LaSalle Network is an Equal Opportunity Employer m/f/d/v.
LaSalle Network is the leading provider of direct hire and temporary staffing services. For over two decades, LaSalle has helped organizations hire faster and connect top talent with opportunities, from entry-level positions to the C-suite. With units specializing in Accounting and Finance, Administrative, Marketing, Technology, Supply chain, Healthcare Revenue Cycle, Call Center, Human Resources and Executive Search. LaSalle offers staffing and recruiting solutions to companies of all sizes and across all industries. LaSalle Network is the premier staffing and recruiting firm, earning over 100 culture, revenue and industry-based awards from major publications and having its company experts regularly contribute insights on retention strategies, hiring trends and hiring challenges, and more to national news outlets.
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