What are the responsibilities and job description for the CSR MANAGER position at JOURNAL GRAPHICS?
CUSTOMER SERVICE MANAGER
Journal Graphics | Portland, OR
Position Summary
Lead a team of Customer Service Representatives, Planners, and Fulfillment Specialists to ensure a premium customer experience while driving growth and profitability, improving service levels, and optimizing order book productivity. This role is responsible for day-to-day operations and assists in strategy development with the goal of synchronizing the end-to-end workflow process.
Essential Functions
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
- Lead, develop, and motivate a team of Customer Service Representatives (CSRs), Planners, and Fulfillment Specialists
- Influence the end-to-end process: Planning, Scheduling, Pre-press, Printing, Bindery, Packing, Shipping, and Mailing (if required)
- Manage a small account base while maintaining high service standards
- Align with leadership on scheduling and production priorities
- Ensure outbound flow aligns with customer requests while meeting Journal Graphics' financial needs
- Partner cross-functionally with Sales to support the full order-to-delivery process
- Represent the Customer Service voice in execution capability and roadmap development
- Oversee all projects and jobs, including schedule changes, production updates, and customer requests
- Track jobs through production: review job schedules and monitor supplied inserts, cover wraps, and value-added services
- Share job status updates during production meetings
- Identify department efficiencies and drive solutions by encouraging best practices and cross-functional knowledge sharing
- Follow all safety guidelines as outlined in the Employee Handbook
Competencies
- Strategic thinking — problem solving, analysis, and innovation
- Strong customer-facing and communication skills
- Self-starter capable of working independently with minimal direction
- Ability to thrive in a fast-paced environment with shifting priorities
- Proven track record of driving operational excellence in supply chain, project management, and process improvement
Qualifications
Education
Bachelor's degree in Business (preferred) , Business Management, Supply Chain, Logistics, or a related field
Experience
- Minimum of 5 years leading a team
- Minimum of 7 years of customer service experience
- Demonstrated planning and forecasting ability
- 3 years of printing experience is required
Technical Skills
- Proficient in Microsoft Office Suite
- Experience with Monarch preferred
- Ability to regularly use a computer keyboard and monitor
Salary : $65,000 - $75,000