Manager - Customer Service

Walsworth; White Pigeon Township (MI); On-site; USD 65,000 - 85,000; Full time

Job summary

Walsworth seeks a Manager of Customer Service to oversee the function, coach staff, and ensure smooth communication between customers, sales reps, and production teams. This is an on-site, salaried role with a standard 8:00–4:30 schedule, Monday through Friday.

Lead scheduling, budgeting, and process improvements to maximize productivity and minimize cost, while ensuring compliance with company policies and safety rules.

Qualifications

• Ability to manage multiple tasks and projects.
• Strong written and spoken communication skills.
• Experience with scheduling, budgeting and process improvement.
• Comfort with MS Word, Excel, Outlook, and Windows databases.

Responsibilities

• Oversee and implement the customer service function.
• Coach assigned employees to optimize communication between customers, Sales Representatives, and production staff.
• Plan, schedule and delegate work to meet productivity and cost targets.
• Develop and maintain budgetary goals for the department.

Skills

Leadership

Coaching

Communication

Teamwork

Multitasking

Education

Bachelor’s degree in Business or related field

Associate degree in Business or related field

High School Diploma or GED

Job description

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 AbilitiesAbility 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 ORAssociate degree a Business-related field and 5 years of experience in print manufacturing ORHigh School Diploma or GED and 7 years of experience in print manufacturing