Yearbook Customer Service Manager

Friesens•Altona, MB

About The Position

The Customer Service Manager leads a team of Customer Service Specialists, ensuring exceptional service for Yearbook customers. This role acts as the key link between customer needs and production capabilities to deliver a positive customer experience and successful project outcomes. Responsibilities include coaching and developing team members, supporting performance management, improving customer service processes, and collaborating with sales and production teams. The Customer Service Manager also supports Direct Yearbook sales initiatives and helps drive continuous improvement across service and operational functions. In addition, this role oversees office services for the Yearbook Division, including coordinating office activities, managing supplies and inventory, supporting store operations, and assisting with day-to-day problem solving.

Requirements

Post Secondary diploma, degree, CIM, or equivalent education required (preference to commerce/business)
At least 5 years of industry and leadership experience
Successfully completing training of the Friesen Performance Management System
Strong knowledge of PrintStream, ConnectMe, InDesign, CRM, and Yearbook Direct software systems, as well as Microsoft Office products, including Excel, Word, and PowerPoint
Able to maintain filing systems, databases, and basic diary/minutes management
Excellent analytical and problem solving skills
Meticulous records maintenance skills
Superior telephone manners and excellent interpersonal skills
Good financial and business awareness
Excellent written and verbal communication skills (including the ability to communicate with all levels of the organization and its executive team)
Strong customer service orientation
Strong understanding of all Friesens programs and workflows
Self directed and motivated, with proven leadership skills
High stress tolerance and decision-making abilities
Highly organized with great attention to detail
Proven ability to present and sell in the B to B environment
Passionate about leading people and a desire to be part of a collaborative, high functioning leadership group
Ambitious and determined to succeed, while being collaborative and respectful

Responsibilities

Provide leadership to Customer Service Specialists
Lead, manage and improve Customer Service performance
Establish and implement policy and procedures for Customer Service
Contribute to the development, implementation and execution of Friesens strategic plans
Develop, implement, and maintain the Direct Yearbook strategic plan
Recruit, mentor, and train staff to achieve company objectives
Communicate brand identity and Friesens culture to staff
Enable a pro-active approach to Customer Service
Work with production on scheduling/expediting, quality related issues, and R&D of new products/processes
Update and maintain departmental procedures, processes, and associated material including manuals
Utilize the Friesens Performance Management system (including directing, monitoring, reporting)
Maintain and update staff profiles
Clearly define, develop, and measure departmental goals, and ensure that these goals are achieved
Document performance of team members to be used at update and performance review time
Conduct annual update and performance reviews
Recruit, hire, train, help, mentor, discipline, and terminate team members as required in consultation with direct manager and divisional GM
Determine wage, vacation, and other payroll related items in consultation with Vice-President of People and Culture and direct manager
Lead bi-annual customer service and prepress operational excellence improvement blitzes
Lead quarterly departmental meetings to ensure effective communication and follow through
Meet monthly with individual team members
Meet weekly with teams to promote efficiency, accountability and growth
Guide training coordinator in their duties to create, update and maintain departmental procedures, processes, and associated material including manuals
Research and implement potential workflow efficiencies
Develop and coordinate team member training as required
Develop and manage CSS and customer webinar training schedules
Adjust and extend hours worked, and time of day worked as required, especially during peak season i.e. May/June
Provide Senior Vice-President of Yearbook with monthly YBD renewal reports
Handle miscellaneous projects as assigned by the Senior Vice-President of Yearbook