Manager - Customer Service
About The Position
The Manager, Customer Service oversees and implements the customer service function, coaching assigned employees to facilitate communication among customers, Sales Representatives, and production personnel while work is in process. This is an on-site, salaried, exempt position with a regular schedule of 8:00 a.m. to 4:30 p.m., Monday through Friday. The manager is responsible for the productivity, scheduling, cost, quality assurance, documentation, and continuous improvement of customer service processes. The role also oversees customer-specific quality and production requirements, supports annual budgetary goals, ensures compliance with company and customer expectations, and maintains communication with executive leadership and other departments. Supervisory responsibilities are carried out in accordance with Walsworth Publishing Company policies and applicable laws.
Requirements
- Bachelor’s degree in a business-related field and 3 years of experience in print manufacturing; OR an associate degree in a business-related field and 5 years of experience in print manufacturing; OR a high school diploma or GED and 7 years of experience in print manufacturing.
- Ability to handle multiple tasks and projects.
- Ability to remain organized and self-directed in a fast-paced environment.
- Ability to work in a team environment and interface frequently with a variety of individuals or groups.
- Ability to work with limited direction and supervision while demonstrating good judgment and strict confidence.
- Ability to learn computer applications as necessary for the position.
- Ability to successfully complete training or certification courses required to support or strengthen the position.
- Ability to read, interpret, and follow verbal and written instructions, work procedures, and related materials.
- Excellent verbal and written communication skills, including strong customer service skills; ability to communicate appropriate information accurately and clearly.
- Advanced proficiency with MS Word, Excel, Outlook, and Windows-based databases.
Responsibilities
- Prioritize, schedule, and delegate work assignments; directly supervise assigned employees to support productivity and meet scheduling requirements at minimum cost.
- Study, document, control, and improve customer service processes and procedures; ensure documentation is easy to understand.
- Maintain and assist in developing annual budgetary goals.
- Establish and maintain a departmental quality assurance system.
- Direct and oversee customer-specific quality and production requirements, and communicate them effectively to Sales Representatives and production personnel.
- Ensure employees understand and comply with company and customer expectations by establishing accountability for work.
- Ensure and continually improve job-planning meetings for significant customers.
- Ensure completion of required paperwork, records, and documents.
- Ensure safety and work rules and regulations are followed.
- Ensure departmental housekeeping standards.
- Maintain regular communication with executive leadership to support professional relationships with company departments.
- Carry out supervisory responsibilities in accordance with company policies and applicable laws.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
