Customer Support Manager (Manuf. Exp. strongly preferred)
About The Position
Brook + Whittle, one of the fastest-growing, sustainable, printing solutions companies, is currently seeking a full-time Customer Support Manager. The position will be responsible for ensuring their assigned team of customer care specialists deliver a consistently positive customer experience. Overseeing a portfolio of key customer accounts, coaching team members, balancing workloads within the team, overseeing intercompany transfer work and achieving key customer service performance indicators will be primary responsibilities. This is a unique opportunity for a self-motivated candidate who is eager to lead a high-performing customer-facing team, has experience working in a customer-focused role, and possesses a strong continuous improvement mindset. Ideal candidates will be proactive, detail-oriented, customer satisfaction driven and adept at leading a high-performing team.
Requirements
- 2 years of experience managing a Customer Service team in a manufacturing strongly preferred or B2B environment
- 2 years of experience working with a CRM case or ticket management system (i.e. Salesforce)
- Strong team leadership and motivational skills
- Art of tact and diplomacy, patience and politeness
- Strong written and verbal communication skills
- Detail oriented and deadline-focused with excellent planning and organizational skills
- Critical thinking and problem-solving aptitude
- Ability to comprehend and explain technical product/service information
Nice To Haves
- Experience in the print industry a plus
- Bachelor's degree preferred
Responsibilities
- Team leadership and development: Recruit, hire, train, and coach customer service team members. Conduct performance reviews and provide ongoing feedback
- Policy and process management: Develop, implement, and enforce customer service policies and procedures to meet company goals
- Performance monitoring: Track key performance indicators (KPIs) like average case handling time. Analyze data and customer feedback to identify areas for improvement
- Customer issue resolution: Handle escalated customer complaints and complex problems to ensure customer satisfaction
- Strategic planning: Collaborate with other departments to align on customer service strategies and order workflow. Contribute customer service insights to strategic company plans
- Administrative duties: Manage staff scheduling, maintain accurate records, and oversee the department budget. Perform other duties as assigned
Benefits
- 10 paid holidays
- Paid vacation
- Paid sick/personal days
- Telemedicine
- Life insurance
- Long term disability insurance
- Employee assistance program (EAP)
- Dental
- Vision
- 401(k) – first of the month after 90 days of employment – auto-enroll at 3%
- Short term disability
- Voluntary life insurance
- Flexible spending account – health care and/or dependent care
- Critical illness insurance, hospital indemnity insurance and accident insurance
- Medical
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
1,001-5,000 employees
