Our client, a leading manufacturer of flooring products, is hiring in Aurora, IL. We are looking for a motivated and detail-oriented Customer Service Manager to lead their customer service operations, optimize order processes, and drive revenue through upselling opportunities. This position is a HYBRID position and only requires 3 days in office per week. Position Overview The Customer Service Manager will oversee a team of representatives to ensure efficient order entry, accurate data management, and exceptional client communication. This role requires strong analytical skills to monitor performance metrics, identify trends, and make data-driven decisions that enhance customer satisfaction and sales growth. Key Responsibilities Manage day-to-day operations of the customer service department, ensuring timely and accurate order entry into our systems. Monitor and analyze customer service data (order accuracy, turnaround time, customer satisfaction scores) to identify trends and areas for improvement. Develop strategies and scripts for upselling additional products and services during customer interactions. Provide coaching and training to customer service representatives on upselling techniques, product knowledge, and system processes. Collaborate with Sales, Operations, and Logistics teams to streamline order workflows and resolve escalated issues. Create and maintain departmental reports, dashboards, and KPIs to track performance and drive continuous improvement. Implement best practices for customer retention and growth. This position comes with: A salary of up to $130k with 10% bonus Employee medical benefits for employees through BCBS, Sun Life dental and vision, life insurance, short & long-term disability insurance, wellness program, 401(k) with 3% match, plus employee assistance programs Employee health (medical, dental, vision) pricing: $95.42 (medical), $15.64 (dental) $12.39 (vision)/month Employee + Family health (medical, dental, vision) pricing: $241.06 (medical), $37.53 (dental), $31.58 (vision)/month Qualifications Bachelor’s degree in Business, Communications, or related field preferred; equivalent experience considered. 5+ years of customer service experience, with at least 3 years in a supervisory or managerial role. Strong data analysis skills with proficiency in Excel or other data visualization tools. Experience with CRM and order management systems (e.g., Salesforce, NetSuite, SAP). Proven track record of achieving upselling targets. Excellent communication, leadership, and problem-solving skills. Highly organized with strong attention to detail. If this sounds like something you would be interested in, please apply and I will contact you!