Senior Customer Service Manager

Grand Prairie, TX, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Standard Hours

Benefits

Health Insurance

401(k) with employer match

Bonus programs

Paid holidays

Paid Time Off

Tuition Assistance

Fitness Center

Job Description

Uline is a family-owned company recognized as North America's leading distributor of shipping, industrial, and packaging materials. With over 9,800 employees spread across 14 locations, Uline has built a strong reputation over more than 45 years for delivering reliable products and services to customers. The company prides itself on a drug-free workplace culture, requiring all new hires to complete a pre-employment hair follicle drug screening. All positions are on-site, promoting a collaborative and dynamic working environment. As an Equal Employment Opportunity employer, Uline embraces diversity and inclusion within its workforce and supports veterans and individuals with disabilities. With a commitment to stability and growth, Uline offers its employees excellent benefits and opportunities to advance their careers within a respected industry leader.

The Senior Customer Service Manager role at the Texas Branch in Irving, TX, presents a unique opportunity to lead and enhance a large customer service operation. This position is defined by fast, friendly, and customer-focused service, continuing Uline's legacy of legendary customer experiences. The Senior Customer Service Manager will oversee the daily operations of a contact center with over 100 employees, managing both front-line production and back-office functions. Leadership here is pivotal, as the role involves guiding managers, team leads, and representatives to deliver top-tier service and foster a positive company culture.

In this capacity, the Senior Customer Service Manager is responsible for reviewing performance metrics through detailed daily and weekly reporting, identifying areas for improvement, and implementing necessary changes. A key aspect of this role is recruitment and retention, ensuring the right talent is in place to maintain the highest standards of customer service. Personnel management tasks including delivering performance reviews, coaching, and motivating staff are essential to cultivating a high-performing team. This position benefits from a comprehensive compensation package and offers career growth prospects within a stable company environment. It is an ideal role for a seasoned customer service leader ready to make a significant impact and drive operational excellence.

Job Requirements

Bachelor’s degree
5 plus years of experience in customer service operations and or management
Demonstrated leadership skills to effectively coach, develop and motivate a high-performing team
Effective communication skills with team, colleagues, management and other departments

Job Qualifications

Bachelor’s degree
5 plus years of experience in customer service operations and or management
Demonstrated leadership skills to effectively coach, develop and motivate a high-performing team
Effective communication skills with team, colleagues, management and other departments

Job Duties

Manage day-to-day operations of 100 plus person contact center, including front-line production and back-office operations
Guide and develop managers, team leads and representatives to deliver unparalleled customer service and foster company culture
Review daily and weekly reports to monitor performance metrics and make improvement recommendations
Recruit, retain and motivate staff to ensure the highest levels of customer service
Manage personnel matters including delivering performance reviews and coaching