CUSTOMER SERVICE MANAGER 

JOB SUMMARY:

This position will be responsible for managing the staff and day-to-day activities of the Customer Service Department to ensure customer’s needs are handled in a professional and timely manner.  Responsible for developing and implementing departmental procedures, directing the activities and operations of Customer Service and Order Management, and fostering communication between Sales and Marketing, Accounting, Graphics, and Operations.    This position will interact regularly with the Managers of the company.

Qualified candidates will undergo a physical and drug test prior to starting.

JNW is an EOE encouraging women, minorities, individuals with disabilities, and veterans to apply.

ESSENTIAL DUTIES and RESPONSIBILITIES:

• Coordinates and implements tactical plans as well as the management of various projects to increase sales, improve overall service and eliminate costs associated with non-value added activities.
• Maintains the order processing system, identifies problem areas, enhancement requirements and takes appropriate corrective actions.
• Provides coaching and feedback on team performance to ensure consistency and a high level of customer service.
• Fosters the concept of customer service and customer focus for the entire organization.
• Provides clear, concise and organized information, ideas, processes and strategies to the organization.
• Supplies regular updates, statistics and performance information on department to VP of Sales.
• Establishes, prepares, monitors and disseminates customer satisfaction information to the organization on a regular basis.
• Participates in meetings and projects as required to accomplish departmental and company goals.
• Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

This job has supervisory responsibilities for the Customer Service Department. Carries out conduct and leadership responsibilities in accordance with company policies, procedures, safety, and applicable laws.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Excellent time management, motivation, decision-making, presentation and organizational skills required.
• Flexibility and adaptability to work in a fast-paced, dynamic environment.
• Strong written and verbal communications skills are imperative to explain and advance company decisions effectively to customers. Must be articulate, diplomatic and sensitive to the needs of all parties involved.
• Demonstrated management skills in coaching, developing, goal setting, mentoring and staffing.
• Effective at using innovative approaches to better serve the customer and improve processes.
• Strong skills as an analytical, self-disciplined, detail oriented person with the ability to see the big picture behind the statistics.
• Working knowledge of Email, Excel, and Word. Mac experience a plus.
• Demonstrated ability to develop, evaluate and implement solid business practices.
• Professional and friendly demeanor.
• Strong follow-through skills and results oriented, with the ability to work effectively in difficult situations.
• Ability to work effectively independently as well as foster teamwork and collaboration.

EDUCATION and/or EXPERIENCE:

• Minimum Bachelors Degree in Business or related discipline.
• Preferred 5–8 years customer service experience.
• Minimum 3-5 years supervisory experience.

LANGUAGE SKILLS:

Ability to read, comprehend and communicate complex information.   Ability to write correspondence.  Ability to effectively present information to customers, clients, and other employees of the organization.

MATHMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY:

Ability to apply common sense understanding to carry out detailed written or oral instructions. Ability to deal with problems involving a few concrete variables in standard situations.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet.  This position requires the individual to work with production team members which includes being exposed to moving production equipment.