Customer Service Manager

Your Responsibilities:

• Provide daily direction and communication to employees so that communications to customer service are answered in a timely, efficient and knowledgeable manner.
• Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
• Provide statistical and performance feedback and coaching on a regular basis to each team member.
• Provide performance feedback regularly to develop others and promote improved behavior. Write and administer performance reviews for skill improvement.
• Insure employees have appropriate training and other resources to perform their jobs.
• Respond to and effectively resolve employee relations issues expressed by team members; create and maintain high quality work environment so team members are motivated to perform at their highest level.
• Respond to and effectively resolve customer and sales issues that require management input or resolution.
• Address disciplinary and/or performance problems according to company policy. Prepare warnings, communicate effectively with employees on warnings, and make effective/appropriate decisions relative to corrective action as required.
• Monitor proper call process and coach when needed to insure company standards are being met.
• Work as a member/leader of special or on-going projects that are important to area/process improvement as needed.
• Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives. Maintain and update as necessary.
• Communicate regularly with individual staff and conduct team meetings to review current status and solicit suggestions for improving performance, reviewing of recent dissats, and etc.
• Set the standard for developing professional and effective working relationships with the sales representatives and customers.
• Act as the primary escalation point for important issues within Customer Service. Elevate as necessary.
• Direct and participate in process improvement events using a variety of tools to include Six Sigma, 5S and Lean Operational techniques to include ongoing continuous improvement.
• Develop, implement and maintain department policies and procedures that support company objectives and drive performance.
• Maintain a high level of morale among employees through effective leadership and communication.
• Lead by example and act with high integrity at all times.

You Must Have:

• Bachelor's Degree or 4-10 years of related professional experience and/or training; or equivalent combination of education and experience
• 3-5+ years of previous supervisory/management experience
• Ability to develop and motivate a team
• Strong interpersonal skills
• Knowledge of a variety of the field's concept, practices, and procedures
• Ability to make sound business decisions for the customer and Taylor that promote profitability and customer retention
• Ability to manage multiple tasks, projects, and priorities and easily adapt to changing situations

We Would Prefer:

• Ability to effectively present information one-on-one and in small group situations to customers, clients and other employees of the organization
• Ability to use experience and independent judgment to plan and accomplish goals and handle unique and sometimes complex situations
• Excellent problem solving, follow-up, and organizational skills
• Ability to communicate and work effectively with a variety of audiences and teams within the facility
• Ability to provide and support a vision and direction

About Taylor Corporation
One of the largest graphics communications firms in North America, Taylor's family of companies provide a diverse set of products, services, and technologies addressing the toughest communication challenges. For nearly 50 years, Taylor has been a premier provider of powerful and innovative products, services, and expertise for individuals, businesses, and distributors large and small. Our 10,000+ employees spanning 26 states and seven countries work diligently to create the interactive, printing, and marketing solutions that have helped build some of the world's more recognizable brands. Everything we do begins with identifying the unique priorities and needs of our customers and creating one-of-a-kind solutions. We offer a comprehensive benefit package including several health plans to choose from, dental, vision, wellness programs, life and disability coverage, flexible spending accounts, health savings accounts, 401(k) plan with company match, paid time off (PTO) and 64 hours of annual holiday pay.

The Employer retains the right to change or assign other duties to this position.

Taylor Corporation is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Taylor Corporation including all partners and affiliates is an Equal Opportunity Employer/Veterans/Disabled.