What are the responsibilities and job description for the CUSTOMER SERVICE MANAGER position at Smyth Companies LLC?
Smyth-Wilmington is seeking candidates who take pride in what they do, love being part of something great, enjoy learning, and creating new opportunities for our customers. From big moments to everyday moments, you get the opportunity to make a difference. Come take the next step in growing your career with us!
We are seeking a talented, motivated, and service-minded individual to join the Customer Service team as a Customer Service Manager in our Wilmington, MA location. Every day Smyth brings our customers’ labels and packaging to life, creating a customer experience that is second to none, and enabling them to stand out over the competition. Imagine walking through stores and seeing our labels on your favorite products and brands!
This is a full-time opportunity. Compensation will be based on skills, experience, and qualifications brought to Smyth.
Our full benefits package includes medical, dental, vision, PTO, paid holidays, short- and long-term disability, life insurance, and much more
Key responsibilities for Customer Service Manager include:
- Provide leadership, direction, training, and growth opportunities for Customer Service staff.
- Engage and develop methods that promote high morale, positive team building, and enables a can-do attitude.
- Collaborate with internal departments and supervisors to ensure that overall customer needs are met or exceeded. Identify weak areas and seek to find short and long-term solutions.
- Consult with managers or other leadership to resolve problems in areas such as equipment performance, quality, or work schedules.
- Lead continuous improvement teams focusing on Lean methodologies, help drive sustainability through training, control documents, and audits.
- Identify, recommend and implement areas for improvement/modification.
- Create and administer departmental budget, including overseeing all Customer Service-related purchases.
The ideal candidate for Customer Service Manager must demonstrate:
- Strong leadership skills including the ability to mentor, guide, motivate, and train a diverse team of people to develop and elevate customer service levels across the organization.
- Clear and effective communication, both orally and in writing, ability to develop and give oral presentations to large and small groups of individuals inside and outside the organization.
- Ability to supervise employees, set objectives, work goals, and standards; give direction, delegate to, and motivate employees.
- Excellent interpersonal, collaboration, and relationship building skills to effectively work with a diverse group/variety of people and personalities at all levels inside and out of the organization.
- Effective time management and organizational skills while remaining attentive to details to meet all deadlines,
- High levels of customer service, responding promptly and thoroughly to the inquiries and needs of individuals both internal and external to the organization.
Education, Experience and Credentials
- Required: Associate degree or equivalent from two-year college or technical school and/or 4 years of experience in a client facing service management role
- Required: Previous printing experience
- Required: Previously demonstrated ability to develop, deliver, and sustain successful customer service programs and consistently meet and/or exceed goals
- Preferred: Previous experience with Lean Manufacturing and ISO/BRC quality systems
