Manager - Customer Service (62262)
About The Position
As a Manager, Customer Service, you will oversee and implement the customer service function, including coaching assigned employees to facilitate communication between customers, Sales Representatives, and production personnel while work is in process. This is an on-site, salaried, exempt role with a regular schedule of 8:00 a.m. to 4:30 p.m., Monday through Friday. The role includes supervising assigned employees, managing departmental processes and procedures, supporting budgetary goals, and maintaining quality assurance. The manager ensures customer-specific quality and production requirements are understood and communicated, required records are completed, and company and customer expectations, safety rules, work rules, and housekeeping standards are followed. The position also maintains regular communication with executive leadership and carries out supervisory responsibilities 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, remain organized and self-directed in a fast-paced environment, and work in a team environment.
- Ability to 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 needed for the position.
- Must 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 maximize 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 quality assurance system within the department.
- Direct and oversee customer-specific quality and production requirements, and communicate relevant information 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 all required paperwork, records, and documents.
- Ensure safety and work rules and regulations are followed, and departmental housekeeping standards are maintained.
- Maintain regular communications with executive leadership to support professional relationships across 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
