Position Summary
We are seeking an experienced Customer Service Manager with a strong background in the printing and/or bindery industry to lead the daily operations of the Customer Service Department.
This position is responsible for managing and developing the customer service team, ensuring accurate and timely order processing, resolving customer concerns, and coordinating closely with Production, Bindery, Quality, Shipping, Sales, and Operations.
The ideal candidate will have hands-on knowledge of the printing and binding production process and understand how customer orders move from initial order entry through production, finishing/bindery, quality, and final shipment.
Essential Duties & Responsibilities
- Lead and oversee the daily operations of the Customer Service Department.
- Supervise, train, coach, and develop Customer Service Representatives and assigned staff.
- Serve as the primary escalation point for customer concerns, complaints, order discrepancies, reorders, credits, shortages, and delivery issues.
- Coordinate customer orders with Printing, Bindery/Finishing, Production, Quality Assurance, Shipping, Sales, and Operations.
- Monitor production and bindery schedules to ensure customer commitments and delivery deadlines are met.
- Communicate production delays, shortages, discrepancies, pending shipments, and other issues that may impact customers.
- Ensure accurate order entry, pricing, customer information, specifications, and delivery requirements within ERP/order-processing systems.
- Work closely with Sales regarding pricing, customer requirements, order specifications, and delivery schedules.
- Confirm Production, Quality, Bindery, and Shipping status before communicating order completion or shipment information to customers.
- Develop and maintain customer service workflows, SOPs, documentation, and departmental best practices.
- Conduct team meetings and communicate priorities, expectations, production concerns, and customer requirements.
- Maintain customer files, reports, schedules, pricing information, and departmental records.
- Monitor departmental performance and recommend improvements to increase efficiency, service levels, and customer satisfaction.
- Partner with Operations and Production leadership on process and continuous improvement initiatives.
- Assist with inventory counts and investigate inventory or order discrepancies as needed.
- Conduct employee performance evaluations and provide ongoing coaching and feedback.
- Assist with interviewing, hiring, onboarding, scheduling, training, and employee development.
- Maintain employee attendance and timekeeping records as required.
- Promote professionalism, accountability, teamwork, safety, and a positive work environment.
- Ensure compliance with applicable SOPs, documentation standards, safety requirements, and company policies.
- Perform other duties as assigned.
Qualifications & Requirements
- Print and/or bindery experience is required.
- Strong understanding of the commercial printing, bindery, finishing, and production process.
- Previous customer service leadership or supervisory experience within a printing, bindery, packaging, direct mail, or related manufacturing environment strongly preferred.
- High school diploma or equivalent required; additional education is a plus.
- Strong leadership, coaching, and team-development skills.
- Excellent verbal and written communication skills.
- Strong customer service, problem-solving, and conflict-resolution abilities.
- Experience working with ERP, manufacturing, order-processing, or production-management systems.
- Proficiency with Microsoft Office applications.
- Strong attention to detail with the ability to accurately manage customer orders and specifications.
- Ability to manage multiple priorities and deadlines in a fast-paced production environment.
- Ability to collaborate effectively with Customer Service, Sales, Production, Bindery, Quality, Shipping, and Operations.
- Strong organizational, prioritization, and delegation skills.
- Dependable, self-motivated, and able to work effectively with minimal supervision.
- Authorized to work in the United States.
- Must successfully complete required background screening and drug testing.
Physical & Work Environment
- Primarily office-based with regular interaction with Production, Bindery, Warehouse, Quality, and Shipping departments.
- Manufacturing environment may include exposure to machinery, production equipment, and elevated noise levels.
- Must follow all required safety procedures and PPE requirements when entering production areas.
- Ability to sit, stand, and walk throughout the workday and occasionally bend, reach, push, pull, and lift as required.
Benefits
A comprehensive benefits package is offered, which may include:
- Medical insurance
- Dental insurance
- Vision insurance
- Flexible Spending Account (FSA)
- Paid vacation
- Paid sick time
- Paid holidays
- Short- and long-term disability insurance
- Life and AD&D insurance
- Voluntary dependent life insurance options
- 401(k) retirement plan with employer contribution