Job Description

SUMMARY:

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 communication 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.
All job responsibilities are to be performed in accordance with the company's Mission/Values Statement and its Code of Business Conduct and Ethics.

* Lead, coach, mentor, motivate and inspire direct reports and others to achieve an optimum level of performance.
* Conduct annual performance reviews for direct reports in a timely manner.
* Develop and ensure the career development plans for all direct reports.
* Support all employment related policies and procedures.
* Work closely with all managers to continue the best-fit manufacturing and service for both the employees and customer.
* Attend management meetings, engage with all management staff on the business ideas, and work efficiencies.
* Recommend changes for business objectives as appropriate to meet the needs of our customers and the facility.
* Perform regular CSR's job function with regards 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 CSR's accordingly to avoid workflow bottlenecks.
* Plan for and determine backup coverage for vacations.
* Provide feedback to the Site Manager regarding team or individuals 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 customer or sales representative to procure work for the company.
* Serves as a liaison between plant and outside services.
* Ensure consistency with company purchasing procedures.
* Communicate and share information on workflow, skill sets and process 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.



Required Skills

* Plan, organize, manage, and control the activities and staff required to provide; quality service, product service and limited technology support for the company's print and print related tasks.
* Establish, implement, and maintain administrative and technical procedures to provide responsive after-sales service to customers that ensure deliver of quality products on time.
* Develop and coordinate training activities for company service personnel and or customers.
* Provide technical advice to customers, sales, and manufacturing.
* Develop and recommends manpower plans, operational budgets, capital equipment, inventory requirements and the like in order to manage and control the customer service organization in an independent manner.

Required Experience

* Bachelor's degree (B.A.) from four-year College or university; 5 years of related experience and/or training; or equivalent combination of education and experience.
* The position also requires thorough background in printing processes and terminology.
* Working with a CRM, web2print or other order entry technologies is a plus.
* Quick learner and someone who is efficient in excel, pivot tables and creating customer reports is a bonus.
* Advanced personal computer skills ability is required in working with Microsoft Office software to include E-Mail, Outlook, Word, Excel, PowerPoint, Access and the use of Internet Explorer.
* Management and supervisory experience is required.

Years Of Experience:

5+ to 7 Years

Level of Education:

4 Year Degree