Quad/Graphics Customer Service Manager in Bolingbrook, Illinois

The logistics division of Quad/Graphics, QuadExpress is responsible for moving billions of pounds of time-sensitive freight annually. As a consultative partner, we design customized solutions to deliver our customers’ freight, whether that’s by road or rail, air or sea.

The Customer Service Manager is responsible for supervising and coordinating activities of Customer Service personnel. This manager will be responsible for developing customized and innovative solutions to solve customer’s unique transportation challenges.

Responsibilities:

  • Oversee the daily communication and orders forboth LTL and TL customers

  • Problem solve

  • Handle all customer escalations

  • Create and implement SOPs & KPI’s

  • Manage the billing process of orders

  • Manage the tendering and acceptance of orders

  • Work closely with the ops team to gain updateson loads not booked

  • Conduct Onboarding calls

  • Meet with Key contacts at our larger accounts

  • Train Service team on upselling

  • Manage a team of TL Account Managers, LTLService team and LTL support teams

  • Monitor Customer credit Limits and work with thecredit department as needed to avoid customers being placed on credit hold

  • Validate and create strategy for accounts incollections

  • Attend War Room daily to report out onconcerns/issues the customer experienced

  • Listen to, investigate, and resolvecustomer complaints regarding services or personnel

  • Analyzing and recommending broadbased innovative improvement initiatives for accounts with a focus oneliminating root causes of recurring issues which leads to driving down costsand/or improving service

  • Supervise, interview, train, developand evaluate Customer Service personnel

  • Developing standard operatingprocedures and service level agreements to ensure the highest quality ofcustomer satisfaction

  • Communicate effectively withcustomers and other departments

  • Identifies problems early andmitigates risk by proactively acting on limited information or direction

  • Reporting and analyzing keyperformance indicators

  • Influencing and makingrecommendations to key stakeholders thru data driven analysis and reportsummaries

  • Responsible forpromoting Quad/Graphics Values through the Five Hats of Management.

Qualifications:

  • Minimumof 2 years of relevant transportation/logistics work experience.

  • Proven customer service experience required

  • Proven management experience required

  • Problems solving skills

  • Must be detail oriented

  • Must have interpersonal skills

  • Ability to develop effective customer andteammate relationships.

Additional Company Information:

We offer excellent benefits to eligible employees, including 401(k) and profit sharing plans, holidays, vacations and more.

Quad/Graphics is an equal employment opportunity employer. The Company’s policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, sexual orientation, gender identity, religion, national origin, age, military or veteran status, disability, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. The Company also prohibits harassment of applicants and employees based on any of these protected categories.

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