Customer Service Manager at MOSAIC in Cheverly, MD
Job Title: Customer Service Manager
Department: Customer Service
Reports To: Senior VP of Operations
FLSA Status: Exempt
Responsible for all work performed in the Customer Service department. Manage all aspects of production in the department: responsible for productivity, quality, timeliness, and cost efficiency of work. Assign work and give instructions to employees. Plan, organize, influence and control issues related to efficient processes and effective employees. Work cooperatively with production managers, accounting and sales representatives.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1.Review scheduled workload and timeline estimates to assure production goes according to customer need and manufacturing schedule on a daily basis. Monitor individual employee’s workloads and balance as needed.
2.Responsible to monitor and manage work quality and provide regular feedback to employees. Give critical instructions and guidance to employees about their work quality.
3.Perform annual performance reviews with all of your employees.
4.Work closely with other managers in planning efficient workflow production.
5.Keep abreast of new methods, processes and procedures in order to keep Customer Service up-to-date. Make recommendations on those new opportunities to improve.
6.Approve and schedule time off appropriately in the departments.
7.Monitor employee productivity.
8.Work closely with the Human Resource Manager on employee issues, including but not limited to: hiring, disciplinary, promotion and termination issues.
9.Work with outsource vendors as needed.
10.Develop and implement training programs to upgrade the skills of department employees.
11.Recommend and initiate cost reduction programs.
12.Communicate with Sales Representatives, Press Manager, Customers, Project Managers, and Employees on a daily basis.
13.Run and analyze department reports.
14.Monitor the change order policy.
15.Manage and continually work to improve the process and quality controls of the Quality Management System.
16.Create workflow efficiencies through automation and reducing touches.
EDUCATION and/or EXPERIENCE
•Two or more years Customer Service management experience.
•Five or more years Customer Service hands on experience in the printing industry.
•Experience utilizing MIS systems.
•Experience with Quality Management Systems, ISO 9001 policies and procedures, or Quality Assurance programs.
•Excellent communication skills, both verbal and written.
•Team-oriented management style with demonstrated people management and leadership skills.
•Good planning and problem solving skills with proven track record in achieving results.
•Demonstrated innovation, creativity and decision making abilities.
•Great work ethic, great attitude, and a commitment to being the best.