What are the responsibilities and job description for the Customer Service Supervisor position at Sheridan?
Job Summary:
The Customer Service Supervisor oversees the day-to-day activities of the Customer Service team and ensures customers receive timely, accurate, and professional support. This role coordinates daily workload, supports issue resolution, and partners with sales, production, and internal teams to ensure customer requirements are met. The Supervisor implements established processes, monitors performance, and escalates issues when needed to maintain Sheridan's service standards.
Duties/Responsibilities:
- Directly supervises Account Planners and provides instruction, routine coaching, guidance, and performance feedback; supports formal evaluations.
- Documents and escalates disciplinary concerns in accordance with company policy.
- Fosters a positive, collaborative, and professional work environment that supports employee safety, engagement, teamwork, continuous improvement, and high performance.
- Builds a productive and respectful culture by setting clear expectations, modeling effective communication, coaching employees, and reinforcing behaviors that align with company values.
- Addresses routine complaints and escalates complex issues for resolution.
- Plans, assigns, and adjusts daily work/account coverage to meet departmental needs.
- Monitors daily workflow and productivity to maintain service standards.
- Supports the resolution of customer and employee issues that arise during production; escalates when necessary.
- Communicates with customers to address service concerns and ensure expectations are met within established guidelines.
- Applies customer requirements and follows established customer service procedures and processes.
- Participates in pre-planning meetings for job orders requiring special attention.
- Reviews customer feedback and supports action items related to service improvement.
- Identifies common customer service errors and assists in developing corrective actions.
- Utilizes available software and tools to support and maintain customer service processes.
- Supports change initiatives and communicates updates to staff.
- Champions continuous improvement by evaluating departmental performance metrics, gathering feedback from customers and internal partners, identifying opportunities to reduce errors or delays, and implementing standardized processes that improve service delivery, operational efficiency, and team performance.
- Supports Technique tasks related to account management as directed.
- Assists with special projects as assigned
Basic Qualifications:
- High school diploma or equivalent
- Working knowledge of print manufacturing processes and materials used to produce high quality publications and books.
- Proficiency in Word and Excel.
- Strong interpersonal and communication skills.
- Ability to work independently and as a team.
- Effective problem-solving abilities.
- Strong customer service orientation.
- Ability to build positive working relationships across the organization.
- Ability to assess issues, gather information, and follow established procedures to resolution.
- Experience as a Customer Service Lead or Supervisor (3–5 years preferred).
Desired Skills and Abilities:
- Previous print industry experience preferred.
- Bachelor's degree preferred or equivalent work experience.
- 5 years of customer service experience.
Physical Requirements
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift up to 20 pounds as needed.
- Must be able to safely navigate the print facility as needed.
Travel Requirements
- Minimal travel requirements, based on business needs.
CJK Group is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
If you need assistance or a reasonable accommodation to apply for employment, please contact the location HR Team at slj.hrteam@sheridan.com.
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