Job Description

The Customer Service Manager is responsible for leading and developing a high-performing customer service team that delivers exceptional service and support to our clients across all stages of the commercial printing process. This role oversees all aspects of customer engagement-from order entry and job tracking to problem resolution and long-term account satisfaction.

The ideal candidate will have a strong background in commercial printing or a related manufacturing environment, with proven leadership in process improvement, team management, and customer relationship excellence.

Leadership & Team Development

• Lead, mentor, and develop a team of Customer Service Representatives (CSRs), Estimators, and Account Managers
• Foster a culture of accountability, responsiveness, and continuous improvement.
• Conduct regular training sessions to enhance product knowledge, communication, and service standards.

Customer Experience

• Ensure all customers receive prompt, accurate, and professional communication.
• Act as an escalation point for complex client issues or service failures and drive timely resolutions.
• Partner with sales and production teams to ensure seamless job execution and customer satisfaction.
• Monitor customer feedback and implement strategies to improve retention and satisfaction.

Process & Performance Management

• Develop and maintain standardized procedures for order entry, job tracking, proofing, and change management.
• Implement measurable service KPIs such as on-time response rates, order accuracy, and client satisfaction.
• Identify bottlenecks and coordinate with production and scheduling teams to streamline workflow.
• Utilize CRM and MIS systems (e.g., PrintIQ, EFI Pace, or similar) to track customer interaction and metrics.

Strategic Leadership

• Collaborate with executive leadership to define customer service objectives aligned with company goals.
• Participate in cross-departmental meetings to improve interdepartmental communication and workflow.
• Analyze trends and data to forecast customer needs and service improvements.
• Drive initiative that enhances the overall customer experience and operational efficiency.

Key Competencies

• Exceptional leadership, communication, organizational, analytical, and conflict-resolution skills.
• Highly organized and detail-oriented with a sense of urgency.
• Collaborative leader who motivates teams and builds trust and mutual respect.
• Comfortable balancing customer needs with operational realities.
• Strategic thinker with a hands-on management style.
• Passionate about delivering exceptional customer experiences.

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