CSR MANAGER

JOURNAL GRAPHICS•Portland, OR

1d•$65,000 - $75,000•Onsite

About The Position

Lead a team of Customer Service Representatives, Planners, and Fulfillment Specialists to ensure a premium customer experience while driving growth and profitability, improving service levels, and optimizing order book productivity. This role is responsible for day-to-day operations and assists in strategy development with the goal of synchronizing the end-to-end workflow process.

Requirements

Minimum of 5 years leading a team
Minimum of 7 years of customer service experience
Demonstrated planning and forecasting ability
3 years of printing experience is required
Proficient in Microsoft Office Suite
Ability to regularly use a computer keyboard and monitor

Nice To Haves

Experience with Monarch preferred

Responsibilities

Lead, develop, and motivate a team of Customer Service Representatives (CSRs), Planners, and Fulfillment Specialists
Influence the end-to-end process: Planning, Scheduling, Pre-press, Printing, Bindery, Packing, Shipping, and Mailing (if required)
Manage a small account base while maintaining high service standards
Align with leadership on scheduling and production priorities
Ensure outbound flow aligns with customer requests while meeting Journal Graphics' financial needs
Partner cross-functionally with Sales to support the full order-to-delivery process
Represent the Customer Service voice in execution capability and roadmap development
Oversee all projects and jobs, including schedule changes, production updates, and customer requests
Track jobs through production: review job schedules and monitor supplied inserts, cover wraps, and value-added services
Share job status updates during production meetings
Identify department efficiencies and drive solutions by encouraging best practices and cross-functional knowledge sharing
Follow all safety guidelines as outlined in the Employee Handbook