Service Manager Jobs

About The Position

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.