Customer Service Manager

Job purpose

The Customer Service Manager oversees and leads customer service activities in a fast-paced, 24/7 manufacturing environment, including but not limited to:  processing of all orders, responding to all customer inquiries, making product recommendations, direct management responsibilities, handling customer concerns, complaints and returns, and making recommendations for service improvements throughout the organization. This role is more than a traditional customer service manager position. The successful candidate will transition between acting as a working manager, a line manager, a strategic manager, and/or a project manager.

Duties and responsibilities

• Identify and report on key customer satisfaction measurements.
• Monitor customer satisfaction levels and proactively identify areas for improvement.  
• Maintain documents and ensure team is working in accordance with ISO procedures.  
• Hold regular team meetings.  
• Spearhead investigation and drive resolution of customer care issues
• Serve as SME of all customer service functionality in ERP system (currently Epicor). 
• Serve as an escalation point for front-line CSRs.
• Manage team members, establish performance goals and conduct coaching and training, performance management, and regular evaluations.
• Administer company policies and procedures.
• Identify customer service trends and recommends service enhancement programs and/or activities.
• Collaborate and partner with Sales and Marketing to support initiatives.
• Work cross-functionally to meet customer and business needs
• Maintain job knowledge by participation in educational opportunities, appropriate networking and professional organizations.
• Develop and maintain deep knowledge of DNP’s customer base and their needs
• Other duties as assigned by management. 

Qualifications

• 5-8 years people management experience
• Bachelor’s Degree in management and/or communications preferred  
• Demonstrated experience in customer service / CS management in a business environment involved with physical product
• Manufacturing industry experience a plus
• Bilingual in Spanish/Portuguese a plus
• Extensive experience and knowledge of Microsoft Office products, ERP systems, etc.
• Strong team player, self‐starter, leadership mindset and high integrity
• Sense of urgency when dealing with customer issues and coordinating tasks
• Excellent organizational and multitasking skills
• Excellent communication skills (verbal & written) for effective vendor & internal staff communication at all levels
• Attention to detail, drives tasks to closure efficiently with error‐free end result
• Reasoning ability – the ability to apply common sense understanding to carry out written or oral instructions.  Ability to deal with problems involving a few concrete variables in standard or non-standard situations. Ability to work independently and take appropriate corrective action when minor problems arise.

Supervisory Responsibilities

This position supervises the Customer Service employees and Order Entry Supervisor.

Physical Demands

• Must be able to sit/stand for 8 hours
• The employee is frequently required to talk or hear, sit, type, stand, and walk. The employee is occasionally required to use hands to finger, handle, or feel and reach with hands and arms. Specific vision abilities required by this job include close vision, depth perception, peripheral vision, and ability to adjust focus. May occasionally be required to lift and carry up to 30 pounds. May occasionally be required to bend, reach, squat and kneel.
• Ability to work in an office setting, and spend primary working hours at a desk using a computer and other office equipment such as printers, copiers, postage machines, etc.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Safety Requirements

Ability to wear required PPE if in any manufacturing area.

The hiring range for this position is $70,000 to $90,000 per year. This range is an estimate, and the actual salary may vary based on the candidate's experience, skills, and qualifications. DNP offers a competitive and comprehensive total rewards package. The benefits for this position include health, dental, vision, critical illness, life insurance, flexible spending, retirement, paid time off, pet insurance, and many retail discounts.

DNP IAM is a 100 percent U.S. subsidiary of Dai Nippon Printing Co., Ltd. (DNP) – the world’s largest manufacturer of dye-sublimation media for photo printers and thermal transfer ribbons and barcode printers. DNP Imagingcomm America Corporation has the broadest selection of solutions for the photo retail market and products designed to address retailer’s specific business goals and objectives—backed by the quality and reliability today’s customers expect. Manufacturing, sales, and development offices of dye-sublimation media for photo printers are in Concord, NC, and more information is available at www.dnpphoto.com/en-us/.

DNP Imagingcomm America Corporation is an equal opportunity employer that does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.