Customer Support Manager

VIVO is a U.S. based company that designs, manufactures, and supplies a diverse selection of products across multiple unique product markets. We desire to create functional solutions that fit unsolved needs and better the experience of every customer we serve. Our dedicated team collaborates with factories around the world to design and build functional products of the highest quality materials. Products we supply and manufacturer include a vast range of computer monitor and TV mounts, TV carts, projector screens and mounts, height-adjustable desks, stand to sit desk mounts, computer cases, network cable and other miscellaneous categories. www.vivo-us.com

The ideal candidate will be eager to lead in the following areas:

• Manage a team of customer service representatives
• Develop internal policies and quality control procedures
• Create strategies to improve the customer service process and develop greater efficiency
• Ensure compliance with Amazon and other marketplace policies and metrics
• Maintain an updated training guide and oversee training of new employees
• Auditing of department metrics, monitoring trends and setting strategy to achieve best practice
• Manage staff schedule and absences
• Lead monthly department meetings and follow up action plans
• Lead any program changes
• Collaborate with other departments to the best experience for the customer
• Assist with customers during times of high volume or absence

3-5 years of Customer Support Management with a strong emphasis on technical skills and report management. Incumbent will have strong attention to detail and be a self starter!

This position will be onsite in Goodfield, IL with working hours Monday - Friday from 8 am to 5 pm. Benefits include medical insurance (free for the employee) or a health buy out, dental insurance, vision insurance, short term disability, life insurance, generous 401k match, PTO plus 8 paid holidays, anniversary bonus and performance based bonuses.