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Manager, Customer Service
Taylor Communications
New Brighton, MN, United States
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Description
Position at Curtis 1000 Inc.
The Manager_Customer Service is responsible for providing quality and efficient customer service to customers and the sales force through the daily management of the Customer Service Representatives. This includes designing and implementing improved processes and/or operational policies. This position also perform normal administrative duties related to staff to include hiring, motivating, recognizing, rewarding, coaching, developing, counseling, training and problem solving.
Essential Duties and Responsibilities: These are functions a qualified incumbent or applicant must be able to perform with or without reasonable accommodation. Other duties or projects may be assigned to meet business needs.
• Provide daily direction and communication to employees so that communications to customer service are answered in a timely, efficient and knowledgeable manner.
• Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
• Provide statistical and performance feedback and coaching on a regular basis to each team member.
• Provide performance feedback regularly to develop others and promote improved behavior. Write and administer performance reviews for skill improvement.
• Insure employees have appropriate training and other resources to perform their jobs.
• Respond to and effectively resolve employee relations issues expressed by team members; create and maintain high quality work environment so team members are motivated to perform at their highest level.
• Respond to and effectively resolve customer and sales issues that require management input or resolution.
• Address disciplinary and/or performance problems according to company policy. Prepare warnings, communicate effectively with employees on warnings, and make effective/appropriate decisions relative to corrective action as required.
• Monitor proper call process and coach when needed to insure company standards are being met.
• Work as a member/leader of special or on-going projects that are important to area/process improvement as needed.
• Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives. Maintain and update as necessary.
• Communicate regularly with individual staff and conduct team meetings to review current status and solicit suggestions for improving performance, reviewing of recent dissats, and etc.
• Set the standard for developing professional and effective working relationships with the sales representatives and customers.
• Act as the primary escalation point for important issues within Customer Service. Elevate as necessary.
• Direct and participate in process improvement events using a variety of tools to include Six Sigma, 5S and Lean Operational techniques to include ongoing continuous improvement.
• Develop, implement and maintain department policies and procedures that support company objectives and drive performance.
• Maintain a high level of morale among employees through effective leadership and communication.
• Lead by example and act with high integrity at all times.
• This position may require leading teams in multiple locations.
About Our Company
We offer an attractive compensation package, including a competitive base salary, and a competitive benefit package including health, dental & vision insurance, 401K plan, profit sharing, PTO (paid time off) and Holiday Pay.
Curtis 1000, a business communications company, is as dedicated to our employees as they are to helping our clients express their uniqueness while improving their operational efficiency. Our direct marketing and communications process/print management solutions are individually tailored for each client to maximize results internally and in their markets.
Even as a 130+ year-old company Curtis 1000 feels brand new. Since we’ve always been about bringing value to our clients, we have armed ourselves with innovative ad-agency-quality ideas, invested in state-of-the-art technologies, and developed our capabilities to ensure implementation through just one supplier: Curtis 1000.
As a foundation for success, the Curtis 1000 advantage includes our affiliation with Taylor Corporation, one of the largest privately held companies in the U.S., as well as one of the top-10 providers of personalized communications in North America. A forward-thinking organization, our shared values and purpose of creating opportunity and security for our employees is at the core of everything we do. Taylor’s more than 80 affiliated companies with 14,000+ employees are located across North America, China and Europe, and serve over half of the Fortune 500 companies and millions of small businesses and consumers.
“Curtis 1000 is an equal opportunity employer of minorities, females, individuals with disabilities, and protected veterans.”