Customer Support Manager

Description

Brook + Whittle, one of the fastest-growing, sustainable, printing solutions companies, is currently seeking a full-time Customer Support Manager. The position will be responsible for ensuring their assigned team of customer care specialists deliver a consistently positive customer experience. Overseeing a portfolio of key customer accounts, coaching team members, balancing workloads within the team, overseeing intercompany transfer work and achieving key customer service performance indicators will be primary responsibilities. This is a unique opportunity for a self-motivated candidate who is eager to lead a high-performing customer-facing team, has experience working in a customer-focused role, and possesses a strong continuous improvement mindset.

Ideal candidates will be proactive, detail-oriented, customer satisfaction driven and adept at leading a high-performing team.

Primary Duties & Responsibilities

• Lead a highly effective customer focused team by possessing a positive, motivational attitude, while fostering a continual learning, performance-driven environment
• Maintain account preferences for all customer profiles assigned to the team, including item specifications and documents associated with account programs
• Assist customers and team members via phone, e-mail, webinar and occasional site visits
• Process orders, facilitate cross-functional department meetings, compile job documents to support the manufacturing and pre-manufacturing workflow
• Ensure team orders are processed with components needed to manufacture quality product which meets/exceeds customer expectations
• Communicate daily regarding project timelines, open order status, shipped order details and all other customer service-related deliverables
• Monitor open orders for the team and proactively communicate about anticipated delays and additional information as needed to support the customer
• Support root cause and corrective action processes briefing Customer Service Director as needed
• Identify and coordinate improvement opportunities for team and customers
• Monitor Service Level Agreements and support improvements to customer satisfaction levels
• Coordinate training and coach team members to ensure quality of service and to improve customer satisfaction and business performance.
• Escalate support needs to Customer Service Director to ensure we maintain a high quality of service
• Assist the Customer Service Director to complete performance reviews for your team and develop performance improvement plans as needed
• Oversee open customer claims within team are resolving as expected with Quality Department.
• Present key performance indicators, corrective actions and continuous improvements efforts of team
• Prepare and maintain various reports as needed
• Perform all other duties as assigned
• Some travel may be required

Requirements

 Requirements

• Associate degree preferred
• 3 years of experience in leading a Customer Service team in manufacturing, experience in printing is a plus.
• Customer and outcome focused
• Team leadership and motivational skills
• Art of tact and diplomacy, patience and politeness
• Strong written and verbal communication skills
• Detail oriented and deadline-focused with excellent planning and organizational skills
• Critical thinking and problem-solving aptitude
• Ability to comprehend and explain technical product/service information
• Reading, writing, speaking and understanding English is required
• Competency in Microsoft Office Suite

Physical Requirements & Environmental Conditions

• Position routinely uses standard office equipment such as computers, phones, photocopiers and filing techniques to maintain storage for all documentation needs
• Position is fast-paced, largely a sedentary role. Individuals may need to sit or stand for extended periods of time

Work Hours:

8:00a.m – 5:00p.m.

Supervisory Responsibility:

Assigned Customer Care Representatives 

Company Paid Benefits:

10 paid holidays

Paid vacation

Paid sick/personal days

Telemedicine*

Life insurance*

Long term disability insurance*

Employee assistance program (EAP)*

Company Offered Benefits:

Dental*

Vision*

401(k) – first of the month after 90 days of employment – auto-enroll at 3%

Short term disability*

Voluntary life insurance*

Flexible spending account – health care and/or dependent care*

Critical illness insurance, hospital indemnity insurance and accident insuran