Customer Service Manager

Julian Electric Inc. is a trusted Tier 1 preferred supplier for leading global commercial vehicle OEMs, material handling, automotive, construction and agricultural, and other industry OEMs. Headquartered Southwest of Chicago in Lockport IL, Julian Electric has an exciting opportunity for a Customer Service Manager that is a problem solver, change agent, and someone who is excited about continues process improvement and taking Julian Electric to the next level. Come join a team where change is only limited by your willingness to create, improvise, and provide change for our future.

The Customer Service Manager lead and optimize our customer service operations team onsite, out of our 200,000 square foot manufacturing site located in Lockport, Illinois. This role focuses on managing all customer interactions with existing clients, ensuring seamless order processing, addressing inquiries, and resolving complaints. The Customer Service Manager will lead both the customer service team and the shipping department, ensuring on-time delivery and continuous improvement of service standards.

General Responsibilities:

• Oversee all aspects of customer engagement, including order processing, inquiry resolution, and managing complaints.
• Ensure timely delivery of customer orders and resolve delays with urgency and efficiency.
• Liaise with production, quality assurance, and logistics teams to address customer needs and ensure alignment across departments.
• Act as the primary advocate for customer needs within the organization.
• Lead and mentor the customer service team as well as the shipping department to ensure operational excellence.
• Provide training and guidance to team members, fostering a culture of continuous improvement.
• Track and analyze key metrics, including on-time delivery, customer scorecards, and outbound premium freight costs.
• Prepare and deliver weekly sales forecast reports based on customer-provided data.
• Send regular recaps of late shipments and address recurring customer issues.
• Develop and refine customer service policies and procedures to enhance efficiency and customer satisfaction.
• Identify opportunities for improvement in order management and delivery processes.

Qualifications:

• Minimum of 5 years of experience in customer service within a manufacturing environment.
• Familiarity with the battery cable and wire harness industries is required.
• Proficiency with ERP systems, specifically Epicor.
• Strong problem-solving, negotiation, and conflict-resolution skills.
• Exceptional relationship management, attention to detail, and technical communication abilities.
• String decision-making ability.

Education:

• Bachelor’s degree in business administration, Supply Chain Management, or a related field is required.

Work Enviroment:

• This is an on-site position based at our Lockport, IL facility.
• Limited travel may be required (1–2 site visits per year, typically day trips).

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Morning shift

Ability to Relocate:

• Lockport, IL 60491: Relocate before starting work (Required)

Work Location: In person