Client Services Manager

Description

Supervisory Responsibilities

• Recruits, interviews, hires, and trains new staff in the department.
• Effectively manage teams by monitoring and adjusting workloads, providing ongoing feedback, facilitating ongoing training and identifying process improvement opportunities.
• Ensures solid processes and good communication across our facilities. Guide team members on effectively serving as our customer advocates
• Provides constructive and timely performance evaluations.
• Handles discipline and termination of employees in accordance with company policy.
  
  

Essential Duties And Responsibilities

• Ensure the Customer Service team represents the voice of the customer within our company.
• Partner with other Customer Service Managers in the company on best practices and creating a consistent customer experience for customers who work with multiple locations within Mittera.
• Address and effectively make the case for higher level customer-related issues with other members of our management team.
• Assist Sales team in entertaining customers, as appropriate, with customer travel/visits, dinners, outings and other customer-related events.
• Support Sales in efforts to prospect, sell and grow our business by effectively managing projects once they are sold.
• Partner with Production and Customer Service departments to lead efforts for job ticket standardization/clear communication with Production teams.
• Work with Customer Service Managers in our other facilities on cross-company job procedures, job tickets etc.
• Work with others across our company on best practices and standards related to Epace, job instructions and the ways in which we service our customers.
• Work with Sales on any process improvement opportunities to facilitate this objective.
• Ensure workload leveling across the Customer Service (CS) department.
• Ensure back-up plans are in place for all major accounts.
• Develop/monitor training plans for newer employees, and/or employees needing additional focus on specific areas.
• Provide ongoing, constructive employee feedback to employees on his/her team.
• Hold ongoing meetings to ensure good communication across the team.
• Partner with Sales team to assign new accounts/jobs as they are sold and directed to our facility.
• Guide team members in holding pre-production meetings for new customers and/or special projects
• Complete and deliver annual performance appraisals for employees.
• Think outside the box/partner with other CS and Sales Leadership to continually introduce new ways we can delight our customers.
• Ensure Customer Service team stays up to date on new technologies/processes to facilitate workflows for their projects.
• And other job duties as assigned.
  
  

Requirements

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. In keeping with Mittera’s philosophy that each individual should be encouraged to reach his or her full potential, and in compliance with the American’s with Disabilities Act (ADA), reasonable accommodations or modifications will be made for qualified individuals with disabilities to perform the essential functions of this position. Hours may vary depending on departmental staffing needs.

• Bachelor's degree (B.A or B.S.) from a four-year college or university
• 3-5 years of related experience in printing production processes, customer service, estimating
• Ability to read and interpret documents
• write employee communication pieces and routine business correspondence
• speak effectively before groups of customers or employees within the organization.
• Ability to calculate amounts such as markups, discounts, percentages, and volume.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Ability to remain calm in stressful situations