Customer Support Manager

Full-time

Description

Brook + Whittle, one of the fastest-growing, sustainable, printing solutions companies, is currently seeking a full-time Customer Support Manager. The position will be responsible for ensuring their assigned team of customer care specialists deliver a consistently positive customer experience. Overseeing a portfolio of key customer accounts, coaching team members, balancing workloads within the team, overseeing intercompany transfer work and achieving key customer service performance indicators will be primary responsibilities. This is a unique opportunity for a self-motivated candidate who is eager to lead a high-performing customer-facing team, has experience working in a customer-focused role, and possesses a strong continuous improvement mindset.

Ideal candidates will be proactive, detail-oriented, customer satisfaction driven and adept at leading a high-performing team.

Primary Duties & Responsibilities

• Lead a highly effective customer focused team by possessing a positive, motivational attitude, while fostering a continual learning, performance-driven environment
• Maintain account preferences for all customer profiles assigned to the team, including item specifications and documents associated with account programs
• Assist customers and team members via phone, e-mail, webinar and occasional site visits
• Process orders, facilitate cross-functional department meetings, compile job documents to support the manufacturing and pre-manufacturing workflow
• Ensure team orders are processed with components needed to manufacture quality product which meets/exceeds customer expectations
• Communicate daily regarding project timelines, open order status, shipped order details and all other customer service-related deliverables
• Monitor open orders for the team and proactively communicate about anticipated delays and additional information as needed to support the customer
• Support root cause and corrective action processes briefing Customer Service Director as needed
• Identify and coordinate improvement opportunities for team and customers
• Monitor Service Level Agreements and support improvements to customer satisfaction levels
• Coordinate training and coach team members to ensure quality of service and to improve customer satisfaction and business performance.
• Escalate support needs to Customer Service Director to ensure we maintain a high quality of service
• Assist the Customer Service Director to complete performance reviews for your team and develop performance improvement plans as needed
• Oversee open customer claims within team are resolving as expected with Quality Department.
• Present key performance indicators, corrective actions and continuous improvements efforts of team
• Prepare and maintain various reports as needed
• Perform all other duties as assigned
• Some travel may be required

Requirements

Requirements

• Associate degree preferred
• 3 years of experience in leading a Customer Service team in manufacturing, experience in printing is a plus.
• Customer and outcome focused
• Team leadership and motivational skills
• Art of tact and diplomacy, patience and politeness
• Strong written and verbal communication skills
• Detail oriented and deadline-focused with excellent planning and organizational skills
• Critical thinking and problem-solving aptitude
• Ability to comprehend and explain technical product/service information
• Reading, writing, speaking and understanding English is required
• Competency in Microsoft Office Suite

Physical Requirements & Environmental Conditions

• Position routinely uses standard office equipment such as computers, phones, photocopiers and filing techniques to maintain storage for all documentation needs
• Position is fast-paced, largely a sedentary role. Individuals may need to sit or stand for extended periods of time

Work Hours:

8:00a.m – 5:00p.m.

Supervisory Responsibility:

Assigned Customer Care Representatives

Company Paid Benefits:

10 paid holidays

Paid vacation

Paid sick/personal days

Telemedicine*

Life insurance*

Long term disability insurance*

Employee assistance program (EAP)*

Company Offered Benefits:

Dental*

Vision*

401(k) – first of the month after 90 days of employment – auto-enroll at 3%

Short term disability*

Voluntary life insurance*

Flexible spending account – health care and/or dependent care*

Critical illness insurance, hospital indemnity insurance and accident insurance*

Company Subsidized Benefits:

Medical*

* Benefit will be available on the 1st of the month after 60 days of employment

** Benefit will be available after 90 days of employment

About us:

Brook & Whittle is a fast-growing company with strong potential for career growth. Wouldn’t it be cool to go to the store and pick up products that you can say ‘we make that label’? We are a leading prime label printer offering packaging solutions for highly decorated shrink, film, and paper pressure sensitive products. We are highly innovative, developing new technologies and solutions to our customers’ requests and needs; our skilled employees operate some of the most advanced presses in the market and we offer superior artwork.

Our culture is first and foremost one of collaboration and teamwork. We hold ourselves to high professional, ethical and fairness standards. We have zero tolerance for anything less. We are a very diverse workforce that we celebrate as well; we reward good performance through our recognition program, our advancement opportunities and our pay structures.

We welcome you to consider being part of this great team.

Disclaimer

The statements herein are intended to describe the general nature and level of work being performed by the employee in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of a person in this position.

AAP/EEO Statement

Brook & Whittle LTD provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Brook & Whittle complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Brook & Whittle expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Brook & Whittle LTD’s employees to perform their job duties may result in discipline up to and including discharge.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Salary Description

$80,000.00 - $95,000.00 / per year