Customer Service Team Manager

Position Summary

RPI is seeking a hands-on Customer Service Manager to lead a small customer service team at our Mt. Prospect, Illinois location. This is a player-coach role for someone who enjoys developing people while remaining actively involved in day-to-day customer support.

The ideal candidate is process-oriented, highly detailed, and an experienced people manager. This person will establish clear workflows, improve consistency, and ensure customers receive responsive, accurate, and professional service.

Key Responsibilities

• Lead, coach, and develop a small team of customer service professionals.
• Work alongside the team to manage customer inquiries, resolve issues, and support daily service needs.
• Establish clear expectations, priorities, and accountability for team performance.
• Develop, document, and improve customer service processes and standard operating procedures.
• Monitor workload, response times, order accuracy, and service quality.
• Handle escalated or complex customer issues through timely and practical resolution.
• Coordinate with sales, operations, purchasing, logistics, and other internal teams to meet customer needs.
• Ensure customer records, order information, and related documentation are complete and accurate.
• Identify recurring service issues and implement process improvements that address their root causes.
• Train and onboard new team members.
• Provide regular coaching, feedback, and performance evaluations.
• Develop and track appropriate customer service metrics and communicate results to leadership.
• Promote a collaborative, accountable, and customer-focused team culture.

Qualifications

• Previous experience managing or supervising a customer service team.
• Demonstrated success coaching employees and managing individual and team performance.
• Strong process orientation, with experience documenting workflows and improving procedures.
• Excellent attention to detail and commitment to accuracy.
• Willingness to take a hands-on role in daily customer service activities.
• Strong written and verbal communication skills.
• Sound judgment and the ability to resolve customer concerns professionally.
• Strong organizational and prioritization skills in a fast-paced environment.
• Ability to collaborate effectively across departments.
• Proficiency with Microsoft Office and experience using CRM, ERP, order-management, or customer service systems.

Preferred Qualifications

• Experience in a distribution, manufacturing, pharmaceutical, life sciences, chemicals, or business-to-business environment.
• Experience supporting order entry, fulfillment, inventory coordination, or logistics-related customer needs.
• Experience developing customer service metrics, reporting, and continuous-improvement initiatives.

Compensation/Benefits

-Range $59K - $64K

-401 K with Safe Harbor Match

-Medical

-HSA