Customer Service Manager (2924)

THE MAREK GROUP INC • Waukesha, WI

11d • Onsite

About The Position

The Print Customer Service Manager leads the customer service function supporting print production across both The Marek Group (TMG) and HighNote (HN). This role is responsible for driving consistent, high-quality customer experience while ensuring alignment between customer service, sales, estimating, and production operations. The position focuses on unifying customer service teams across locations, establishing consistent processes, and ensuring projects move efficiently from client request through production and delivery. The manager serves as the primary escalation point for complex client needs while developing a high-performing team that supports operational excellence and long-term customer relationships. This role requires a hands-on leader who can balance customer expectations, internal workflows, and production realities while fostering a positive and collaborative environment.

Requirements

• 5+ years of experience in print customer service, production coordination, or print operations.
• Prior leadership or supervisory experience.
• Strong understanding of print production workflows including estimating, scheduling, and project management.
• Ability to manage multiple projects simultaneously in a deadline-driven environment.
• Excellent communication and customer relationship skills.

Nice To Haves

• Experience working with ERP or print management systems.
• Experience supporting multi-location operations.
• Experience coordinating digital and offset printing, direct mail, or fulfillment services.

Responsibilities

• Lead and oversee the CSR (Customer Service Representative) team supporting print operations.
• Serve as the primary escalation point for complex client requests, issues, or project concerns.
• Establish clear expectations for service standards, communication, and project ownership.
• Foster a positive, team-oriented culture focused on accountability and collaboration.
• Identify developmental opportunities for team members and provide coaching and mentoring.
• Monitor order and estimating activity to ensure balanced workloads and efficient project flow.
• Ensure projects move effectively from sales handoff through estimating, production, and fulfillment.
• Enforce company procedures, policies, and service standards.
• Develop consistent workflows and best practices across both locations.
• Partner with estimating and production teams to ensure project specifications are accurate and achievable.
• Support and unify customer service teams across TMG and HighNote.
• Partner with working leads at each location to ensure consistent processes and communication.
• Drive alignment in project management, customer communication, and service expectations.
• Travel occasionally to the HighNote location to maintain strong collaboration and team engagement.
• Maintain strong relationships with key clients and serve as an escalation point when needed.
• Support sales teams in maintaining and growing customer relationships.
• Identify opportunities for cross-selling services including digital and offset printing, direct mail/data services, promotions, and fulfillment.
• Ensure a high level of responsiveness and professionalism in all customer interactions.
• Identify workflow inefficiencies and implement process improvements.
• Support continuous improvement initiatives within customer service and production coordination.
• Maintain accurate documentation of procedures and service standards.
• Establish metrics to measure service performance and operational efficiency.

Benefits

• 9 Paid Holidays, including the day after Thanksgiving, Christmas Eve, and New Year's Eve.
• 1 Paid Floating Holiday that you can designate.
• Comprehensive Health, Dental, and Vision insurance.
• Health Savings Account (HSA) options.
• 401(k) plan with Company Match.
• An Employee Assistance Program providing confidential 24/7 support, resources, and referrals for both work and personal life.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed