Customer Service Operations Manager

RR Donnelley; Manchester (CT); On-site; USD 79,000 - 126,000; Full time

Job summary

RR Donnelley in Manchester, CT seeks a Customer Service Manager to delegate and monitor day-to-day activities of the customer service team, ensure balanced workflow, and maintain strong communication with internal and external customers. You will coach, mentor, conduct annual reviews, develop career plans, and implement process improvements.

This role requires leadership, hands-on training, and the ability to coordinate with sales and operations to meet customer needs.

Qualifications

• Bachelor's degree in a discipline related to the function of work.
• 5+ years of experience in managing/supervising a team.
• Advanced computer skills with Microsoft Office including Outlook, Word, Excel, PowerPoint, Access.

Responsibilities

• Lead, coach, mentor, and motivate the customer service team to achieve optimal performance.
• Conduct annual performance reviews and develop career development plans for direct reports.
• Ensure adherence to employment policies and procedures and support the company's Action Plan.
• Coordinate workload to prevent bottlenecks and plan backups for vacations.
• Represent the organization to customers professionally and work with sales to procure work for the company.

Skills

People management

MS Office

Education

Bachelor's degree in discipline related to function of work

Job description

RR Donnelley in Manchester, CT seeks a Customer Service Manager to delegate and monitor day-to-day activities of the customer service team, ensure balanced workflow, and maintain strong communication with internal and external customers. You will coach, mentor, conduct annual reviews, develop career plans, and implement process improvements.

This role requires leadership, hands-on training, and the ability to coordinate with sales and operations to meet customer needs.