Job Description

Position Overview:

UPTIVE, an innovative and advanced provider of Industry 4.0-related quick-turn custom manufacturing services with a comprehensive suite of both additive and traditional manufacturing technologies, is actively seeking a Manager of Customer Service & Account Management at UPTIVE’s HQ in Libertyville, IL. As the Manager of Customer Service & Account Management, you will lead a team of on-site and remote Customer Service Account Managers to ensure our valued customers receive seamless experience throughout all stages of the customer journey by acting as an ambassador for UPTIVE’s differentiated service model. The Manager of Customer Service & Account Management will work closely with the Director of Sales Operations and other functional leaders, as well as commercial leaders across the platform, to design and execute a best-in-class customer support and development strategy that fosters customer relationships, enhances satisfaction, and drives business growth. The ideal candidate will possess strong communication skills, leadership capabilities, keen attention to detail, and the ability to work efficiently in a fast-paced environment. This person should be solution-oriented and eager to learn a complex business.

Responsibilities:

· Lead a team of on-site and remote Customer Service Account Managers to provide proactive and exceptional customer service for UPTIVE customers.

· Manage day-to-day operations and all escalated matters, in partnership with the Sr. Customer Service Account Managers, for the Customer Service Account Management team.

· Lead, coach and develop Customer Service Account Managers on an ongoing basis to ensure that all employees succeed in meeting individual performance and development goals.

· Partner with executive leadership to implement standard operating procedures and continuous process improvement for customer service operations.

· Assist customers with escalated inquiries regarding product and service, ensuring a high level of satisfaction and resolution.

· Communicate effectively with team members and customers to resolve issues promptly.

· Collaborate with executive leadership, sales, and/or other departments to resolve ongoing customer issues, streamline customer processes and improve overall efficiency.

· Develop, participate in, and lead training sessions to enhance product and process knowledge and service skills.

· Model and provide outstanding customer support via phone, email, and occasional in-person meetings.

· Resolve customer conflicts and handle escalation procedures, as needed.

· Record, log, and track all customer service-related data for accurate reporting in UPTIVE ERP and CRM systems.

· Deliver weekly, data-driven reports to department and executive leadership teams.

· Other duties as assigned.

Qualifications:

· Education: Bachelor’s degree in business, engineering, manufacturing, or related field (preferred).

· Minimum of 1 years’ experience in rapid manufacturing or a similar sector.

· Minimum of 5 years’ experience in customer relationship management / customer service.

· Minimum of 3 years’ experience in a team leadership and/or development role.

· Familiarity with additive and traditional manufacturing processes, industry norms, techniques, and best practices.

· Attention to detail and ability to manage multiple customers simultaneously.

· Problem-solving mindset and ability to thrive in a fast-paced, dynamic environment.

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