Manager, Customer Service

Now is your chance to join an organization that drives change. We’re a company that’s consistently on top employer lists.

Why join us:

• There is a reason we boast numerous awards like “Great Place to Work Certified” and “Best Place to Work” For Moms, Dads, LGBTQ, and VETS (just to name a few). At Deluxe, we know that great people make a great organization.

• We value our people so offer the typical benefits (401K, PTO, Medical, Dental) PLUS: Flexible time off, volunteer time off, paid maternity/paternity leave, tuition reimbursement, pet bereavement and more!

• A culture that keeps people. 42% of our team has been here over 10 years. When we asked our team why, we heard the people, benefits, family/home time, diversity, and team culture.

• Hybrid schedule, allowing you flexibility to work from home/remote several days per week

As a Manager of Customer Service you will provide leadership and direction to Deluxe Strategic Sourcing Client Consultant (CC) and Customer Service Representative (CSR) Team to ensure timely, accurate, consistent and quality solutions to customers.  Develop an effective team that will deliver results that meet/exceed department and company goals and objectives.  Responsible for the Client Consultant (CC) team’s overall productivity and efficiencies with regards to customer satisfaction, fulfillment of contractual goals, longevity of account(s), account penetration and existing customers’ revenue trends.

• Manage the daily operations of the CC and CSR function, ensuring the operational infrastructure is supporting the expected delivery, quality and service levels; understand, communicate and adhere to department/corporate policies and procedures.

• Provide leadership and direction in the integration and on-going daily operations of CC and CSR teams by effectively communicating appropriate information in establishing expectations and linking individual goals to department and company objectives

• Work collaboratively with all customer touchpoint areas as appropriate, including escalations to ensure the level of service is maintained. Follow through on commitments made to internal and external customers. Anticipate problems and proactively take actions to prevent or minimize their impact.

• Lead process and procedural improvement efforts to ensure smooth and efficient operations of the CC and CSR team

Support director of client operations with the following responsibilities:

• Managing the interaction with stakeholders across the organization, outside vendors, and clients to ensure implementation plans are aligned with strategic objectives, and that all program/project deliverables are met.

• Reporting detailed project status updates to client, leadership, and executive team.

• Manage the coordination with project managers and other stakeholders to create detailed implementation plans. This includes deadlines, milestones, processes, and risk mitigation protocols.

• Monitor performance and collaborate with project teams to determine ways to improve.

• Resolve problems between project teams and other internal stakeholders.

• Apply change, risk, and resource management principles when needed.

• Analyze and drive matrix owners of inventory to align with and conform to company guidelines.

• Analyze and drive matrix owners of pricing to align with and conform to company guidelines.

• Select, develop, and manage talent (direct reports to include both individual contributors and managers) to improve performance, bench strength, and retention. Create a high performing, client-facing/focused, and process-disciplined team by motivating, recognizing, and communicating to employees regularly.

Basic Qualifications:

• Bachelors' degree and 5 years experience or HS/GED and 9 years experience in the print industry.  

• Supervisory experience.   

• Basic MS Office Suite knowledge and experience. 

Preferred Qualifications:

• Proven track record as a successful project manager.

• Experience managing teams through complex project implementations.

• Hands-on knowledge of current project management methods and best practices.

• Experience managing, growing, and retaining project managers.

• Experience in change management.

• Excellent data analysis, problem-solving (root cause analysis), negotiation, reporting and communication skills.

• Extensive working knowledge with business tools: ERP, quoting, warehouse management, word processing, spreadsheet, pre