Location : Bensenville, IL

Schedule: Monday-Friday 8:30 AM – 6:00 PM

Status: Full Time (Exempt)

Compensation: $80,000

Midwest Distribution, a leading vape distributor, is seeking a highly organized and proactive Customer Operations Manager to manage and optimize the operational processes that support the customer service team. This role will ensure smooth daily operations, enhance customer satisfaction, and drive continuous improvements across customer-facing workflows. The Customer Operations Manager will work onsite and play a critical role in aligning operational strategy with the company’s growth objectives.

Key Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Operational Management :

• Oversee daily customer service operations, ensuring all inquiries, orders, and issues are handled efficiently and in accordance with company standards.

• Develop and implement workflows and processes to improve response times, service accuracy, and customer satisfaction.

• Collaborate with the Director of Operations to create strategies for scaling operations as the company grows.

• Coordinate with sales, warehouse, and logistics teams to ensure orders are processed and delivered promptly, with an emphasis on accuracy and customer satisfaction.

• Team Leadership :

• Lead, coach, and mentor the customer service operations team, fostering a culture of excellence, accountability, and continuous improvement.

• Conduct regular team meetings to discuss performance, challenges, and opportunities for improvement.

• Develop individual performance metrics and provide timely feedback through coaching and annual performance reviews.

• Process Improvement :

• Identify inefficiencies in customer service and operational processes; develop strategies to streamline workflows and reduce operational costs.

• Lead initiatives for automating customer service processes, implementing tools and technologies that enhance productivity and service quality.

• Work with the IT department to ensure that customer service software (CRM systems, ticketing systems) is optimized and integrated effectively with other internal platforms (e.g., ERP systems, order management tools).

• Customer Experience :

• Ensure all customer interactions are managed with a customer-first approach, aiming to resolve issues in a timely and professional manner.

• Collaborate with Director of Operations to ensure alignment between customer service processes and the company’s customer experience goals.

• Handle escalated customer issues, working closely with key customers and stakeholders to provide resolutions and maintain positive relationships.

• Data and Reporting :

• Track key operational metrics (e.g., response times, order processing times, customer satisfaction scores) and generate reports for senior management.

• Use data analytics to forecast demand, optimize staffing levels, and identify trends or areas for improvement in the customer service operations.

• Present weekly and monthly reports to the Director of Operations, outlining operational performance and suggesting process improvements.

• Compliance and Risk Management :

• Ensure all customer service operations comply with company policies, industry regulations, and legal requirements.

• Identify potential risks in the customer service operations, develop contingency plans, and work with management to mitigate any disruptions in service delivery.

• Collaboration Across Departments :

• Act as a key liaison between the customer service team and other departments, including sales, marketing, warehouse, and Inventory, to ensure seamless service delivery.

• Collaborate with the Development and IT department on system updates and troubleshooting to minimize service disruptions and enhance customer interactions.

• Vendor and Third-Party Management :

• Oversee any outsourced or third-party vendors that support the customer service function, ensuring they meet contractual service levels and quality standards.

• Evaluate and negotiate contracts with third-party service providers and tools to ensure the best value and performance.

  Qualifications :

• Education : Bachelor’s degree in business administration, operations management, or a related field.

• Experience : Minimum of 5-7 years of experience in customer service or operations management, with at least 3 years in a leadership role.

• Industry Knowledge : Experience in distribution, logistics, or vape industry is a plus.

• Technical Skills : Proficiency in customer service management tools, CRM software, and data analysis platforms (e.g., Microsoft Excel, Google Analytics).

• Leadership : Proven experience in managing and developing teams, with a strong focus on results and accountability.

• Analytical Skills : Ability to interpret data to drive operational improvements and make strategic decisions.

• Communication : Excellent verbal and written communication skills, with the ability to work effectively with cross-functional teams.

• Problem Solving : Strong problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.

  Key Competencies:

• Strong leadership and team-building skills.

• Data-driven mindset with a focus on continuous process improvement.

• Exceptional organizational and project management abilities.

• Ability to manage high-pressure situations with professionalism and poise.

• Customer-focused approach with a keen eye for detail and quality control.

  Supervisory Responsibility

  This position has supervisory responsibilities.

  Work Environment

  This job operates in an office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

  Physical Demands

  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

  This is largely a sedentary role, and the employee must be comfortable with sitting in front of a computer for an extended period. Some filing might be required; this would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.

  Position Type/Expected Hours of Work

  This is a full-time position, 40 hours per week. With Monday to Friday 8:30 am to 6 pm.

  Travel

  No travel is expected for this position.

  Additional Eligibility Qualifications

  None

  Work Authorization

  Must have legal authorization to work in the United States.

  What We Offer

• Annual Performance Review-Up to 3% at 90-day Review. Up to 8% at yearly review

• Annual Perfect Attendance gift card Ceremony

• Casual Work Environment

• Employee Assistance Program

• Employee Birthday Celebration with Gift Card Distribution

• Employee of the Month Celebration

• Generous Paid Time off Program

• Insurance Coverage which includes Medical, Dental, Vision and Life Insurance

• Monthly Company Activities and Celebrations

• Monthly Manager Lunches

• Paid Holidays

• Potential for Advancement

• Spotlight Employee Recognition

• 401(k) with Employer Match

  Midwest Goods Inc. was founded in 2014 and is a wholesale distributor of vape and electronic cigarette products. We rely on meeting our ethical principles and maintaining our business integrity, as well as our approach to our business which we call Service Spirit, Team Spirit, and Spirit of Progress. In the spirit of service, we expect all of our employees to demonstrate professionalism, enthusiasm, integrity, and a welcoming attitude to our customers, vendors, and each other. Every day our employees combine their individual skills and contributions to achieve collective success.

  Our team spirit is based on a sense of shared purpose, communication, and mutual respect. Our business is to serve others and to continuously improve the services and products we provide. In the spirit of progress, we support and encourage all of our employees to shape their own future and to grow with the Company. We also encourage each employee to take the initiative and look for new, different, and innovative ways to better serve our customers and vendors.

  Midwest Distribution is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regards to race; color; religion; genetic information; national origin; sex; pregnancy, childbirth, or related medical conditions; age; disability; citizenship status; uniform service member status; or any other protected class under Federal, State, or local law.

  Midwest Distribution is committed to creating a workplace that inspires and enables our employees to be the best they can be so that we can grow as a company, team, and family. We believe diversity, equality, and inclusion is vital to driving our culture, sparking innovation, and achieving long-term success.

  For all of life's occasions and everyday moments, visit Midwest Events (https://www.midwestgoods.com/midwest-events)