Client Services Team Leader (Order Managment)

Jostens; Santiago; Híbrido; CLP 39.326.000 - 50.562.000; Jornada completa

Descripción de la vacante

Jostens seeks a Supervisory Support role to back the Client Services Supervisor, providing daily guidance, training and mentoring to customer-facing staff. The role aims to promote strong teamwork and high service quality while supporting staffing plans and performance reviews.

You will coach employees, manage escalations, and help implement process improvements, ensuring timely communication of changes and new programs. On-site in Santiago, with demand-driven scheduling.

Formación

• High School degree or equivalent required.
• Minimum 1 year Neff experience.
• Schedule flexibility and ability to train people.

Responsabilidades

• Serve as first contact and support for employees with Supervisor.
• Provide training for order entry and client services as applicable.
• Promote positive communications and teamwork within the department.
• Assist supervisor with staffing plans for efficiency.
• Assist with annual performance reviews.
• Coach, give feedback, and mentor employees as needed.
• Handle and resolve escalated customer issues.
• Facilitate staff meetings and disseminate process updates.
• Contribute to high quality standards and process changes.
• Review regional voicemail and coordinate peak-season scheduling.
• Serve as first point of contact when Supervisor is away.
• Other duties as assigned by Supervisor.
• Monitor performance and conduct audits for quality control.
• Participate in continuous improvement projects and liaise with department manager.

Conocimientos

People leadership

Coaching & mentoring

Training

Process improvement

Communication

Time management

Team collaboration

Data accuracy

Microsoft Office

Independent & team work

Educación

High School degree or equivalent

Herramientas

Microsoft Office

Descripción del empleo

• Educators — Start your school's Class Ring tradition with JostensLearn More
• Educators — Let Jostens give your school a great grad experienceLearn More
• Educators — Create your school's yearbook with JostensLearn More

Location: Santiago, Dominican Republic

Remote Status: On-Site

Job Id:6702-8191

# of Openings:1

Location: Santiago

GENERAL DESCRIPTION OR PURPOSE OF JOB:

As the direct line of support to the Client Services Supervisor, this role provides daily support and contact to customer-facing employees, including training, coaching, and mentoring while promoting and maintaining a positive work environment. Provides help and assists in all the activities related to the department.

RESPONSIBILITIES / ESSENTIAL FUNCTIONS:

Item

Responsibility/Function

%Time

1

• Serve as the first level of contact and support for employees in partnership with Supervisor
• Provide training for order entry and client services as applicable
• Responsible for creating and maintaining an environment that promotes positive communications within the department as well as fostering teamwork and bolstering employee morale
• Assist supervisor with staffing plans for optimal efficiency within the department
• Assist supervisor with preparation of annual performance reviews
• Provide coaching, feedback, and mentoring to employees as needed
• Handle and resolve escalated customer issues
• Facilitate staff meetings on an as-needed basis and disseminate information to personnel regarding process changes, process updates, and new program information as necessary
• Assist supervisor with creating and implementing plan for high quality standards to ensure quality is maintained
• Review 3 times a day. Region voicemail for follow-up
• Schedule with other leads during peak season, including evenings/weekends when necessary.
• Served as the first point of contact for the team when the Supervisor is not in the office
• Other duties as assigned by Supervisor

50%

2

• Monitor and review individual and group performance to ensure work is of the highest quality by conducting audit processes to (Jneff / CQM).

20%

3

• Participate in continuous improvement efforts and act as liaison with the department manager and other areas of the company by helping in the development and implementation of new projects.

30%

Required:

• High School degree or equivalent customer service/order processing experience
• 1 year minimum of Neff experience
• Schedule Flexibility
• Ability to train people.
• Experience supervising and leading people.
• Proven skills on process improvement.
• Ability to coach and mentor people as well as maintain confidentiality.
• Excellent verbal and written communication skills.
• Able to work independently as well as part of a team to achieve goals and meet crucial deadlines.
• Strong organizational, planning, and follow-up skills as well as the ability to exercise sound judgment in decision making.
• Detail oriented, accuracy in dealing with data and systems.
• PC skills to include a working knowledge of Microsoft Suite applications and adaptability to system updates and changes.
• Strong interpersonal and communication skills with the ability to coach and mentor performance.
• Ability to multi-task in a detail-oriented data and systems-driven environment.

About Jostens:

Jostens leads the student commemoration market and has been serving local communities for over 125 years. We work with thousands of K-12 schools, colleges and universities each year, and have the honor of partnering with beloved sports teams and esteemed organizations across the country. Our iconic products — like yearbooks, letter jackets, class jewelry and championship rings — keep meaningful traditions alive and inspire millions of people to celebrate their unique stories, milestone moments and biggest accomplishments every year. We have 13 first-class facilities across the globe, from North America to the Caribbean. Watch a short video about us here .

Jostens is an Equal Opportunity Employer and complies with applicable employment laws. EOE/M/F/Vet/Disabled are encouraged to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Jostens provides products, programs and services that help our customers celebrate moments that matter. Our mission is Capture. Celebrate. Inspire. We extend our mission to working with our valued suppliers to partner with us to provide keepsakes designed to help consumers capture and celebrate moments that matter, and inspire them for a lifetime. The Jostens team is passionate about living and practicing our values, our Code of Conduct, and our commitment to sustainability in every interaction.

Every member of the Jostens team is accountable to customers and suppliers to act with integrity and responsibility, to respect and recognize and to embrace change. We believe that living our values is required to earn customer loyalty and meet the expectations of all our stakeholders.

It is through our mission and values that Jostens conducts all business with respect to the customers we serve and the communities in which we work.