Customer Service Manager

Taylor Communications•Dayton, OH

22d•Onsite

About The Position

Taylor Corporation is seeking a Customer Service Manager for its Print & Service Solutions Labeling Solutions Team, onsite in Dayton, Ohio. The role manages customer relationships and service operations to ensure customer satisfaction and that client key performance indicators, expectations, and service-level agreements are met. The manager hires, trains, retains, coaches, mentors, and leads associates; assigns and manages workflow; and communicates issues, concerns, and results across internal and external organizations. The position also identifies team improvement opportunities and coordinates information between departments to support client and company goals. Candidates must be authorized to work in the United States without employer sponsorship. The stated schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m.

Requirements

Previous experience managing direct reports.
Document management industry experience.
Strong project management skills.
Strong presentation skills.
One to three years of related experience and/or training in the telemarketing or customer service industry.
Strong leadership, communication, and organizational skills.
PC and Microsoft Office software skills.
Authorization to work in the United States without employer sponsorship.

Nice To Haves

Bachelor’s degree preferred.
At least one year of supervisory experience preferred, or an equivalent combination of education and experience.

Responsibilities

Direct and coordinate customer service operations in accordance with company guidelines and policies.
Ensure client key performance indicators and expectations are met.
Staff customer service to accommodate fluctuations in customer demands and programs.
Manage performance across programs to meet and exceed expectations.
Recruit, hire, train, and retain associates.
Identify team improvement opportunities and implement comprehensive plans to meet customer requirements and improve center efficiencies.
Coordinate information between internal departments to help attain client and company goals.
Manage customer relationships and resolve customer concerns in a timely and effective manner.
Assign and manage workflow and associates to meet customer service-level agreements.
Coach, mentor, and lead associates toward performance goals.
Communicate issues, concerns, and results to internal and external stakeholders.
Oversee quality, quantity, productivity, and attendance.