Customer Service Manager

MCC • Dawsonville, GA

23d

About The Position

The Customer Service Manager leads a high-performing team responsible for delivering an exceptional customer experience and MCC Label’s World Class Service model. The role champions customer relationships, strengthens service performance, and develops proactive solutions that support growth, quality, and operational excellence. It supports multiple locations, primarily Dawsonville, Georgia, and Tyrone, Pennsylvania, with travel between sites expected as needed, averaging approximately 4–6 visits per year. Travel within North America is also required.

The position requires in-depth knowledge of customers and the products produced for them, analytical thinking, effective use of MCC business systems, and exceptional communication skills. The manager works closely with sales and plant management, as well as scheduling and business optimization functions, to support customers and plant operations.

Requirements

• Four-year college degree, or two to four years of related experience and/or training, or an equivalent combination of education and experience.
• Strong knowledge of manufacturing operations, methods, and practices.
• High-level computer skills.
• Excellent written and verbal communication skills.
• Ability to travel within North America.
• Ability to drive a motor vehicle.
• Ability to use color vision and hearing; sit for prolonged periods; speak and articulate; stand and walk; use hands to finger, handle, or feel; reach with hands and arms; talk and hear; and occasionally stoop, kneel, or crouch and lift or move up to 10 pounds.
• Specific vision abilities required include close vision, distance vision, color vision, and ability to adjust focus.

Nice To Haves

• Prior customer service management experience.
• Technical printing knowledge.

Responsibilities

• Lead and model customer intimacy, developing customer-focused solutions.
• Champion relationships with new and existing customers in coordination with sales associates, resolving service matters involving schedules, product quality, on-time delivery, and service recovery.
• Build, develop, and manage a high-performing customer service team to support customers’ short- and long-term growth.
• Establish, monitor, and achieve customer service and shipping and receiving metrics, including on-time delivery, service recovery turnaround, complaints, response times, NPS, and customer effort.
• Provide input on capacity rationalization for new and existing business in collaboration with sales, scheduling, and division business optimization functions.
• Manage the order-entry process from start to finish, including the order-entry system, production estimates, work instructions, and shipping and receiving instructions.
• Manage customer complaints and concerns, facilitating issue resolution at the plant and coordinating communication internally and with customers.
• When assigned through Customer Service, manage and support plant vendor relationships, including freight carriers, print tools, and raw material suppliers.
• Develop and ensure use of standardized CSR training methods and onboarding methodology, updating them routinely as needed.
• Manage processes that ensure accurate customer billing, including exceptions and account reconciliation.
• Manage consolidation of shipping information, including cost management.
• Model company values and conduct oneself in a professional, business-like manner while building strong internal and external relationships.
• Support customer pricing by interactively reviewing capabilities, capacity, and estimates.
• Build strong relationships with plant management and contribute to the goals and objectives of other functional areas.
• Travel between supported sites as needed and travel within North America.

Benefits

• Competitive compensation.
• Medical insurance.
• Dental insurance.
• Vision insurance.
• Disability insurance.
• Life insurance.
• 401(k).
• Paid holidays: New Year’s, Memorial Day, Fourth of July, Labor Day, Thanksgiving, the day after Thanksgiving, Christmas Eve, Christmas Day, and two floating holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager