Customer Service Manager

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Are you looking for a great place to work? A place that can offer you growth- professionally and personally? Then think about joining the Priority Envelope! Priority Envelope is a custom envelope manufacturer that is looking for an experienced Customer Service Manager to join their team in Plymouth, MN. This position is a great opportunity for someone with a proven track record of collaborating with cross functional production teams to ensure client expectations are not only met, but exceeded.

Job Purpose:

As Customer Service Manager you will define the strategy and business plan for front end operations, manage and lead customer service teams, and support strategic initiatives for the plant and the company. You will also partner with production, shipping, executive management, and customers to achieve optimal customer satisfaction.

Responsibilities Include:

• Lead, motivate, and train Customer Service Representatives (CSR’s) to successfully fulfill all company order demands.
• Improve customer service experience and achieve on time and complete order fill rate.
• Develop and administer training programs for customer service department, as well as maintaining and updating service procedures, policies, and standards to ensure department compliance.
• Recruit, mentor, and develop customer service staff and nurture an environment where they can excel through encouragement and empowerment.
• Research, troubleshoot, and resolve problems with orders, shipping and invoices. Must possess the ability to analyze data and business processes in order to identify and resolve issues, as well as to stream-line customer service operations.
• Balance production workload volume across plants in partnership with Production Planners and leadership when appropriate to support customer needs.
• Serve as an escalated point of contact for customer issues by supporting Customer Service Representatives with issue remediation and communication with customers as necessary.
• Participate in projects supporting plant and/or company wide strategic initiatives by providing critical customer service expertise and insight to inform decisions and recommendations.
• Continuously communicate with Customer Service Representatives, manufacturing partners, and sales to align on the current state and ensure operational efficiencies are achieved to meet customer needs.
• Provide ongoing coaching and feedback to Customer Service Representatives to enhance their performance and support their career growth and objectives.
• Conduct annual performance reviews to drive enhanced performance and build capability in team of Customer Service Representatives.
• Oversee the maintenance of the iQuote software systems and make sure that all departments are properly functioning. Provide training for the employees involved in the implementation and maintenance on the software.
• Analyze statistics and compile accurate reports, make recommendations to Executive team.
• Perform other duties as required or assigned.

Skills and Experience Required:

• Minimum 3 – 5 years’ management experience with customer service teams, with preferred experience in the commercial printing industry.
• Proven track record collaborating with cross functional production teams to ensure client expectations are met. Strong team building, employee training, and mentoring skills.
• Practical experience in developing and delivering training in a just-in-time environment.
• Results oriented and self-motivated with demonstrated ability to multitask under time guidelines and time frame; demonstrated ability to work independently with minimal supervision.
• Ability to simplify and solve simple to complex issues with focus on root cause and quick solution development.
• Proven track record of building relationships, customer service, and negotiations. Strong communication and multi-tasking skills. Demonstrated leadership abilities.
• Strong computer skills using Microsoft Office (Word, Excel, PowerPoint and Access) required, as well as experience researching and implementing new systems, procedures and software.
• Strong analytical, research, and problem solving techniques are required.
• Ability to adapt communication and interpersonal style to engage and influence a variety internal and external partners.

This is a full time position with an established 25 year old, privately held company. We offer weekly pay, business casual dress code, fun and collaborative work culture and a team driven environment! Priority Envelope also promotes personal and professional development and offers a benefits package including health and dental plans, student loan reimbursement, 401(k) plan access, and vacation and personal time.

To learn more about us – go to http://www.priorityenv.com