Customer Service Manager

Wilbert Funeral Services Inc.

As a part of the global industrial organization Marmon Holdingswhich is backed by Berkshire Hathaway youll be doing things that matter leading at every level and winning a better way. Were committed to making a positive impact on the world providing you with diverse learning and working opportunities and fostering a culture where everyones empowered to be their best.

We are seeking a proactive and analytical Customer Service Manager to lead our customer service team and elevate service resolution processes across two locations (Astral & Broadview). This role will focus on delivering timely and effective customer issue resolution while building a strong foundation for performance tracking root cause analysis and customer satisfaction (CSAT) measurement. The successful candidate will foster close collaboration with the plant teams ensuring seamless communication and swift action on customer needs and product availability ultimately ensuring a positive customer experience and operational efficiency. Travel between the Astral and Broadview locations is required to support cross-site leadership and consistency.

Astral a division of The Wilbert Group

Astral Industries : Astral Industries is a premier manufacturer of high-quality steel burial caskets offering a diverse range of products including metal solid wood engineered wood veneer wood and cremation caskets. The division is unique in its ability to purchase raw steel coils and produce finished powder-coated caskets within a single facility. Astrals manufacturing capabilities include electro-mechanical assembly fabrication sheet metal forming stamping structural welding and automated powder coating. The company utilizes advanced processes such as a 6-stage pre-treatment for protective coatings and fully automated powder coat lines capable of handling large parts. These capabilities ensure that Astral Industries delivers best-in-class products with exceptional consistency and quality.

Position Overview :

We are seeking a proactive and analytical Customer Service Manager to lead our customer service team and elevate service resolution processes across two locations (Astral & Broadview). This role will focus on delivering timely and effective customer issue resolution while building a strong foundation for performance tracking root cause analysis and customer satisfaction (CSAT) measurement. The successful candidate will foster close collaboration with the plant teams ensuring seamless communication and swift action on customer needs and product availability ultimately ensuring a positive customer experience and operational efficiency. Travel between the Astral (Lynn IN) and Broadview (Broadview IL) locations is required to support cross-site leadership and consistency.

Key Responsibilities :

• Team Leadership & Development

Manage coach and develop the customer service team to consistently meet and exceed service-level targets.

Assess and determine in more complex situations if customer credits will be issued based on company return policies and the return form ensuring adherence to company guidelines while maintaining customer satisfaction.

Minimum Requirements :

Preferred Requirements :

Following receipt of a conditional offer of employment candidates will be required to complete additional job-related screening processes as permitted or required by applicable law .

We are an equal opportunity employer and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process please email your request to and please be sure to include the title and the location of the position for which you are applying.

Required Experience :

Manager

Key Skills

Typing,Data Entry,Customer Service,Basic Math,Computer Skills,Windows,Banking,Upselling,Pricing,Sanitation,Cash Handling,Stocking

Employment Type : Full-Time

Experience : years

Vacancy : 1