Customer Service Manager

FXI is a leading producer of foam innovation serving the Bedding, Furniture, Industrial, Home & Office, Healthcare, and Transportation markets. With headquarters, R&D, and multiple North American manufacturing sites, FXI delivers tailored foam solutions—finished goods, sub-assemblies, services, and raw materials—to OEMs, fabricators, and retailers.

About the role

The Customer Service Manager leads the customer service team to deliver exceptional support, ensuring efficient order management and clear communication. This role acts as the primary liaison between customers, sales, production, planning, shipping, and quality departments to meet customer requirements and maintain satisfaction.

This position is based at our unionized West Chicago manufacturing plant, which produces polyurethane foam and employs approximately 165 people. The site emphasizes quality, safety, operational excellence, and continuous improvement in a collaborative environment.

Responsibilities

• Develop and maintain strong customer relationships, serving as the primary escalation point for concerns, complaints, and service issues.
• Resolve customer inquiries regarding orders, delivery schedules, pricing, and product information promptly.
• Monitor customer satisfaction metrics and implement improvement initiatives.
• Lead, coach, train, and develop customer service representatives; establish performance goals and conduct evaluations.
• Manage staffing levels and workload distribution; foster a culture of accountability, teamwork, and continuous improvement.
• Oversee order entry, processing, and fulfillment to ensure accuracy and timeliness; monitor orders from receipt through shipping.
• Coordinate with production planning and logistics teams to meet customer delivery requirements.
• Partner with Sales, Production, Supply Chain, Quality, and Shipping departments to resolve issues and enhance customer experience.
• Communicate production delays, inventory shortages, and shipping updates to customers.
• Analyze customer service metrics and identify opportunities for process improvement; develop and implement SOPs.
• Lead continuous improvement initiatives focused on efficiency, customer satisfaction, and order accuracy; support Lean Manufacturing programs.
• Track and report KPIs, including Customer Satisfaction Scores, On-Time Delivery, Order Accuracy, Customer Complaint Resolution Time, Backorder Levels, and Customer Retention Metrics.
• Prepare management reports and recommendations.

Requirements

• Degree or related field preferred.
• 5+ years of customer service experience.
• 2+ years of supervisory or management experience.
• Experience with ERP systems (SAP, Oracle, Microsoft Dynamics, etc.) a plus; training available.
• General knowledge of manufacturing processes, production scheduling, and supply chain operations.
• Proficiency in Microsoft Excel and reporting tools.
• Ability to work in both office and manufacturing environments.

Skills

• Excellent communication, leadership, and problem-solving skills.