Print Customer Experience Team Lead (Hybrid)

Veritiv Corporation; Edwardsville (KS); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Employee Resource Groups

Professional development

Collaborative culture

Healthcare + 401k + PTO

Job summary

Veritiv Corporation is seeking a Print Customer Service Team Manager in a hybrid role to lead a Customer Experience team and ensure exceptional service levels. You will coordinate with Sales, Operations, and Finance to resolve questions, coach staff, and implement new processes and policies.

The ideal candidate will have strong leadership, solid technical skills, and a commitment to customer satisfaction, with experience guiding a team through change and delivering measurable performance

Qualifications

• Ability to work without supervision and provide technical guidance when required on planning, organizing, prioritizing, and overseeing activities to meet business needs.
• Must be able to lead a team and influence development.
• Excellent computer and technical skills.
• High Integrity.
• Requires extensive knowledge of company products and procedures.
• Decision-making skills and independent judgment.
• Ability to manage conflict.

Responsibilities

• Manage Customer Experience team daily activities, including but not limited to: Timely order processing, confirmations, responding to requests for information regarding orders, product availability, and all other internal and external customer inquiries.
• Use and promote proper telephone and email etiquette to answer calls and emails in a timely, polite, and professional manner
• Resolve escalated issues by working effectively with all other departments including Sales, Operations, Finance, etc.
• Coach the team on preventative steps to take in the future
• Staff Customer Experience team to meet business needs by utilizing the available reporting tools to review workload to ensure a balance between customer experience professionals
• Coach, counsel, and discipline employees as necessary, including but not limited to: Responsible for written appraisals, growth, and development; Implement and train on new processes, policies, and products; Ensure the Customer Experience team is using all available Veritiv tools; Create, monitor, and review Customer Experience team and individual goals; Lead team through change
• Maintain open lines of communication with internal and external customers by monthly calls with sales management and top accounts
• Assist with the recruitment, interviewing, and selection of new hires within the department

Skills

Team leadership

Decision making

Conflict management

Communication skills

Technical proficiency

Independence

Coaching and development

Customer service focus

Education

Bachelor's Degree Preferred

Tools

Microsoft Office Suite

Job description

Veritiv Corporation is seeking a Print Customer Service Team Manager in a hybrid role to lead a Customer Experience team and ensure exceptional service levels. You will coordinate with Sales, Operations, and Finance to resolve questions, coach staff, and implement new processes and policies.

The ideal candidate will have strong leadership, solid technical skills, and a commitment to customer satisfaction, with experience guiding a team through change and delivering measurable performance