Manager, Customer Service

Macmillan•Gordonsville, VA

3d•$70,000 - $75,000•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 customer service and order entry operations, ensuring exceptional customer support aligned with MPS's Shared Excellence values. The position oversees supervisors and representatives, develops service strategies, and promotes continuous improvement. It requires strong communication and leadership skills, a customer-first mindset, and ideally knowledge of publishing or distribution.

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 diverse individuals.
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.
Experience in customer service management within the publishing industry.

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 focused on continuous improvement.
Ensure prompt, reliable, and accurate customer support, including the handling of inquiries, complaints, and feedback about 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 supervisors in leading staff training on industry knowledge, customer service practices, and newly implemented technologies or systems.
Collect customer feedback about publication defects, shipping errors, and damages, and share it with applicable departments to identify trends, resolve issues, and improve service.
Ensure daily statistics are collected and recorded for workload planning, and build and maintain reports, including FreshDesk reports, as needed.
Resolve complex customer complaints and issues while safeguarding the company's reputation and customer loyalty.
Collaborate with sales, credit, warehouse operations, inventory, and traffic teams to support a cohesive customer experience and address service challenges.