Customer Service Manager

For over 65 years, SG360° has not just survived, but thrived, by responding to the changing needs of our diverse client base. What started as a regional commercial printer is today a national, industry-leading provider of direct marketing solutions. The third largest in the United States. We offer a comprehensive benefit plan which includes paid time off, holiday pay, health insurance, dental, vision, life insurance, employee assistance program, short-term and long-term disability, wellness program, identify theft protection and 401k including employer match.

Our company is seeking a Customer Service Manager who will manage the CSR/Project Management Team and Press Schedule to ensure client satisfaction, loyalty, and retention by meeting or exceeding the client’s goals.

Job Purpose:

Manage the Customer Service/PM Team and the Press Schedule as it relates to other departments within SG360, suppliers, and Clients to provide a superior level of service and satisfaction to SG360 Clients while maintaining efficiency and profitability to develop a long-term client base. Schedule presses for the Broadview manufacturing plant.

Essential Functions:

• Provide support to the sales force by directing the efforts of department personnel to effectively communicate production status of assigned jobs.
• Effectively schedule manufacturing and maintenance of 8 inline heatset web presses by making adjustments to fulfill customer needs while targeting efficiency and cost savings.
• Ensure timely, accurate order information on customer requirements.
• Provide direction and support to management decisions by preparing reports, and completing assigned duties while acting independently, promote SG360 as required.
• Promote communication on customer requirements with sales, clients, senior management, corporate personnel, intradepartmental management, and suppliers to increase efficiency and profit.
• Assign employee work and duties to meet our production needs and to provide superior customer satisfaction.
• Inform employees of job and production requirements and support quality standard to meet the needs of our customers.
• Train employees in job skills, improve processes, and develop own competence to drive decision making down to the employee level.
• Positively reinforce proper work procedures, compliance with SG360 policies, and observance of safety and security rules.
• Run weekly Staff Meetings and One-on-One meetings.
• Attend Meetings and provide feedback as related to different projects

Job Skills: Above average English oral and written communication skills and math skills. Ability to use measuring and office equipment. Above average interpersonal, organizational, and telephone skills. Ability to handle multiple tasks, details, and print related documentation. Average typing and computer skills.

Job Knowledge: Understanding of the printing process, inline finishing, mailing, pre-press, and bindery operations. Working knowledge of Microsoft Windows and Office 2000.

Education & Traning: College degree in business or graphic arts preferred but not required. Safety training as required by OSHA regulations. Operation of the SG360 ERP system, and use of required documentation. Application of SG360 policies, procedures, and regulations related to customers, credit or operations. Training on new equipment, technology or processes that affect services or finished product.

Experience: Five years of experience in printing and mailing Customer Service Management and Scheduling.

SG360°, a Segerdahl company