Customer Service Manager

Essential Duties:

• Proper selection, training, and assignment of personnel.

• Champion of changes that improve processes and services both for internal and external customers.
• Measure and track reasons for returns and credits. Works with other departments to identify root causes.
• Provide tools for personnel to complete their jobs including written policies and procedures, physical work area.
• Handle personnel-related problems and complaints with assistance from HR.
• Develop and track job performance measurements, conduct performance reviews, and one-on-ones.
• Solve problems and answer questions for staff working directly with sales staff and customers.
• Track, analyze, and refine workload distribution.
• Conduct regular staff meetings designed to motivate, involve, and educate staff.
• Steps in and performs duties of Customer Experience Rep on an as needed basis.
• Initiate and maintain professional development plans for all assigned staff.
• Monitor and maintain customer contracts and agreements.
• Ensure customer service team members provide a positive experience for customers calling in to revolve issues.
• Other duties as assigned by management.

Knowledge, Skills, and Abilities:

• Strong decision-making and problem-solving skills.
• Strong leadership, communication, and self-motivational skills.
• Ability to work well with people, motivate them, and evaluate their performance.
• Competitive nature and sense of humor appreciated.
• Thorough knowledge of all tasks within the department.
• Good communication skills both written and oral.
• Ability to participate and effectively communicate in difficult conversations.
• Strong interpersonal skills and ability to train, teach, counsel, mentor, and motivate employees.
• Develop a thorough knowledge of the product, production process, paper flow through the system, computer systems, customer service philosophy, and company policies.

Training and Experience:

• Bachelor’s preferred, or equivalent work experience.
• 5 years experience in Customer Service area or comparable.
• Experience working in custom label printing and packaging a plus.

Physical Requirements:

• Reaching for phone and keyboard
• Fingering, grasping, and feeling.
• Talking, hearing and repetitive motion
• Sedentary work-exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally.
• Required to have visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned or to make general observations of facilities or structures