Manager - Customer Service

Job Summary:

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 - 4:30, Monday - Friday.

Essential Functions:

• Prioritize, schedule and delegate work assignments, directly supervise assigned employees to ensure maximum productivity and that scheduling requirements are met at the minimum cost.
• Study, document, control and improve all Customer Service processes and procedures to achieve maximum productivity, minimum cost and scheduling requirements. Ensure documentation is easily understood.
• 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 effectively communicate information to the Sales Representative and production personnel. Ensure employees’ understanding and comply with company and customer expectations through establishment of accountability for work.
• Ensure and continually improve job-planning meetings for significant customers.
• Ensure completion of all required paperwork, records, documents, etc.
• Ensure all safety and work rules and regulations are followed. Ensure departmental housekeeping standards.
• Maintain regular communications with executive leadership to ensure a professional relationship with all company departmental functions.
• Carry out supervisory responsibilities in accordance with Walsworth Publishing Company’s policies and applicable laws.

Knowledge, Skills and Abilities

• 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.
• Ability to interface with a variety of individuals or groups on a frequent basis.
• 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.
• Must successfully complete any training or certification courses required to support or strengthen position.
• Ability to read, interpret and follow verbal and written instructions, work procedures and other related materials.
• Excellent verbal and written communication skills including strong customer service skills.
• Must communicate appropriate information accurately and clearly as needed.
• Demonstrated advanced proficiency with MS Word, Excel, Outlook and Windows based databases.

Minimum Requirements:

• Bachelor’s degree in a Business-related field and 3 years of experience in print manufacturing OR
• Associate degree a Business-related field and 5 years of experience in print manufacturing OR
• High School Diploma or GED and 7 years of experience in print manufacturing