Manager - Customer Service

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

Benefits offered by this job

Medical, dental, and vision coverage

401(k) with company match

Paid time off

Tuition assistance

Parental leave

Job summary

RRD is seeking a Senior Customer Service Manager to lead and develop the day-to-day activities of the customer service team at our Manchester, CT facility. You will promote a balanced workflow, ensure coverage, and coach staff to meet performance expectations.

Responsibilities include conducting annual reviews, developing career plans, coordinating with internal and external customers, and driving process improvements with the Site Manager. Hours are 8 AM–5 PM.

Qualifications

• Bachelor's degree in discipline related to function of work with 5 years of related experience.
• 5 or more years of experience in managing/supervising a team.
• Advanced computer skills with MS Office (Outlook, Word, Excel, PowerPoint, Access) and Internet Explorer.

Responsibilities

• Lead, coach, mentor, motivate and inspire direct reports to achieve peak performance.
• Conduct annual performance reviews for direct reports in a timely manner.
• Ensure that career development plans are prepared, communicated, and maintained.
• Support all employment-related policies and procedures including the company's Aff
• Recommend changes for business objectives to meet customer and facility needs.
• Perform regular CSR job functions with regard to production.
• Attend daily production meetings and relate information to other team members.
• Monitor and support the team process in the Customer Service department.
• Assign workload to CSRs to avoid workflow bottlenecks.
• Plan for and determine backup coverage for vacations.
• Provide feedback to the Site Manager regarding team or individual issues.
• Provide on-the-job training on new or existing procedures for Customer Service team members.
• Provide hands-on support to the team members.
• Represent the organization to customers in a professional and helpful manner.
• Work with customers when appropriate on coordinating needs and resolving problems.
• Works with customers or sales representatives to procure work for the company.
• Communicate and share information on workflow, skill sets, and processes with other teams.
• Participate in process improvement initiatives as assigned by the Site Manager.
• Perform a variety of miscellaneous tasks as required.
• Responsible for training and supporting new and existing team members as assigned.

Skills

Leadership

Team management

MS Office proficiency

Education

Bachelor's degree in related field

Tools

Microsoft Office Suite

Job description

RRD is a leading global provider of marketing, packaging, printing, and supply chain solutions that elevate engagement across the complete customer journey. The company offers the industry’s most trusted portfolio of creative execution and world-wide business process consulting, with services designed to lower environmental impact. With 22,000 clients, including 93% of the Fortune 100, and 32,000 employees across 28 countries, RRD brings the expertise, execution, and scale designed to transform customer touchpoints into meaningful moments of impact.

RRD is a leading global provider of marketing, packaging, printing, and supply chain solutions that elevate engagement across the complete customer journey. The company offers the industry’s most trusted portfolio of creative execution and world-wide business process consulting, with services designed to lower environmental impact. With 22,000 clients, including 93% of the Fortune 100, and 32,000 employees across 28 countries, RRD brings the expertise, execution, and scale designed to transform customer touchpoints into meaningful moments of impact.

Job Description

The incumbent is responsible for delegating and monitoring the day-to-day activities of the customer service team; promoting a balanced workflow and job coverage, as well as communicating with internal and external customers, providing technical and interpersonal growth guidance to the team members, and ensuring that all aspects of customer service meet/exceed customers and management expectations.

Responsibilities

• Lead, coach, mentor, motivate and inspire direct reports and others to achieve an optimum level of performance by consistently demonstrating role model behavior in all that is said and done.
• Conduct annual performance reviews for direct reports in a timely manner.
• Ensure that career development plans are prepared, communicated, and appropriately maintained for all direct reports.
• Support all employment-related policies and procedures including the company's Aff
• Recommend changes for business objectives as appropriate to meet the needs of our customers and the facility.
• Perform regular CSR job functions with regard to production.
• Attend daily production meetings and relates information to other team members.
• Monitor and support the team process in the Customer Service department.
• Assign workload to CSRs accordingly to avoid workflow bottlenecks.
• Plan for and determine backup coverage for vacations.
• Provide feedback to the Site Manager regarding team or individual issues.
• Provide on-the-job training on new or existing procedures for Customer Service team members.
• Provide hands-on support to the team members.
• Provide general guidance and direction to achieving team goals.
• Represent the organization to customers in a professional and helpful manner.
• Work directly with customers when appropriate on coordinating needs and resolving problems.
• Works directly with customers or sales representatives to procure work for the company.
• Serves as a liaison between the plant and outside services. Ensure consistency with company purchasing procedures.
• Communicate and share information on workflow, skill sets, and processes with other teams.
• Participate in process improvement initiatives as assigned by the Site Manager.
• Perform a variety of miscellaneous tasks as required from time to time by management representatives.
• Responsible for training and supporting new and existing team members as assigned.
• Other duties as assigned.
• Hours: 8 AM to 5 PM
• Ability to work hours as necessary.

Qualifications

• Bachelor's degree in discipline related to function of work with 5 years of related experience
• 5 or more years of experience in managing/supervising a team required
• Advanced personal computer skills ability is required in working with Microsoft Office software including E-Mail, Outlook, Word, Excel, PowerPoint, Access, and the use of Internet Explorer.

Additional Information

RRD's current salary range for this role is $78,700 to $125,900 / year. The salary range may be adjusted based on the applicable geographic location of the hired employee, and the range may change in the future. At RRD, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions may vary based upon, but not limited to education, skills, experience, proficiency, performance, shift and location. Depending on the role, in addition to base salary, the total compensation package may also include participation in a bonus, commission or incentive program. RRD's benefit offerings include medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with company match, life insurance and other voluntary supplemental insurance coverages, plus parental leave, adoption assistance, tuition assistance and employer/partner discounts.

All your information will be kept confidential according to EEO guidelines.

RRD is an Equal Opportunity Employer, including disability/veterans

At RRD, we value innovation, authenticity, and integrity. To uphold the security and fairness of our hiring process, we ask that candidates refrain from using AI tools during interviews to ensure an authentic and secure experience. We appreciate your cooperation as we work to maintain a transparent and equitable hiring process.

All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.