Manager, Customer Service

Macmillan•Gordonsville, VA

2d•Onsite

About The Position

MPS, a division of Macmillan Publishers, provides back-office support, warehousing, and fulfillment for Macmillan US and serves as its primary North American distribution facility. The Customer Service Manager leads MPS’s customer service and order entry teams, overseeing operations and ensuring customers receive exceptional support in keeping with the company’s Shared Excellence values. The role calls for knowledge of publishing, strong communication skills, and a commitment to customer satisfaction. The manager leads supervisors and representatives, develops customer service strategies, oversees customer support and relationship management, and improves processes. The position also includes training and staff development, gathering and routing customer feedback, maintaining workload and service reporting, resolving complex complaints, and coordinating with sales, credit, warehouse operations, inventory, and traffic teams. Work is typically Monday through Friday, 8:00 a.m. to 5:00 p.m., with some extended hours as needed.

Requirements

Bachelor’s degree in Business Administration, Communications, or a related field, or equivalent experience.
Proven experience as a Customer Service Manager, preferably in publishing or a related field.
Strong leadership skills and the ability to inspire and motivate a team.
Excellent communication and interpersonal skills, including the ability to interact effectively with a diverse range of people.
Solid understanding of customer service software, databases, and tools.
High level of professionalism and a customer-first mindset.
Ability to manage multiple priorities and work under pressure.
Ability to manage a diverse range of personalities and recognize and foster each team member’s potential.

Nice To Haves

Background in publishing and/or distribution is highly preferred.

Responsibilities

Direct and supervise supervisors, customer service representatives, and order entry representatives, fostering a supportive, high-performance environment.
Develop and implement customer service strategies aligned with company goals and continuous improvement.
Ensure prompt, reliable, and accurate support, managing inquiries, complaints, and feedback related to publications and services.
Build and maintain positive relationships with customers, publishers, operations, and MPS support departments.
Assess and improve customer service and order entry processes and policies to increase efficiency and customer satisfaction.
Conduct and support training for customer service and order entry staff on industry knowledge, service practices, and newly implemented technologies or systems.
Collect feedback about publication defects, shipping errors, and damages and share it with applicable departments to identify trends and resolve issues.
Ensure daily statistics are collected and recorded for workload planning, and build and maintain reports, including FreshDesk reports, as needed.
Handle complex customer complaints and issues, providing solutions that protect the company’s reputation and customer loyalty.
Collaborate with sales, credit, warehouse operations, inventory, and traffic teams to deliver a cohesive customer experience and address service challenges.