Customer Support Manager; Manuf. Exp. strongly

Position: Customer Support Manager (Manuf. Exp. strongly preferred)

Customer Support Manager (Manuf. Exp. strongly preferred)

Brook + Whittle is seeking a full‑time Customer Support Manager to lead a high‑performing customer‑facing team. The role involves coaching specialists, overseeing key accounts, balancing workloads, and meeting performance indicators.

Primary

Duties & Responsibilities

• Team leadership and development: recruit, hire, train, and coach customer service team members; conduct performance reviews and provide ongoing feedback.
• Policy and process management: develop, implement, and enforce customer service policies and procedures to meet company goals.
• Performance monitoring: track key performance indicators (KPIs) such as average case handling time; analyze data and customer feedback to identify areas for improvement.
• Customer issue resolution: handle escalated customer complaints and complex problems to ensure customer satisfaction.
• Strategic planning: collaborate with other departments to align on customer service strategies and order workflow; contribute customer service insights to strategic company plans.
• Administrative duties: manage staff scheduling, maintain accurate records, oversee the department budget, and perform other duties as assigned.

Requirements

• 2+ years of experience managing a Customer Service team in a manufacturing or B2B environment.
• 2+ years of experience working with a CRM case or ticket management system (e.g., Salesforce).
• Experience in the print industry is a plus.
• Bachelor’s degree preferred.
• Strong team leadership and motivational skills.
• Art of tact and diplomacy, patience, and politeness.
• Strong written and verbal communication skills.
• Detail‑oriented and deadline‑focused with excellent planning and organizational skills.
• Critical thinking and problem‑solving aptitude.
• Ability to comprehend and explain technical product/service information.

Physical Requirements & Environmental Conditions

• Position routinely uses standard office equipment such as computers, phones, photocopiers and filing techniques for documentation.
• Fast‑paced, largely sedentary role; individuals may need to sit or stand for extended periods.
• Some travel may be required.

Work Hours

8:00 a.m. – 5:00 p.m. in office.

Supervisory Responsibility

Assigned Customer Care Representatives.

Company Paid Benefits

• 10 paid holidays
• Paid vacation
• Paid sick/personal days
• Telemedicine
• Life insurance
• Long‑term disability insurance
• Employee assistance program (EAP)

Company Offered Benefits

• Dental
• Vision
• 401(k) – first of the month after 90 days of employment, 3% auto‑enroll
• Short‑term disability
• Voluntary life insurance
• Flexible spending account – health care and/or dependent care
• Critical illness insurance, hospital indemnity insurance, and accident insurance

Company Subsidized Benefits

• Medical – available on the 1st of the month after 60 days of employment; available after 90 days of employment.

About Us

Brook & Whittle is a fast‑growing company with strong potential for career growth. We are a leading prime label printer offering packaging solutions for highly decorated shrink, film, and paper pressure‑sensitive products. Our culture is focused on collaboration, teamwork, and high professional standards.

Disclaimer

The statements herein are intended to describe the general nature and level of work being performed by the employee in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of a person in this position.

AAP/EEO Statement

Brook & Whittle LTD provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Brook & Whittle complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Seniority

level

• Mid‑Senior level

Employment type

• Full‑time

Job function

• Other

Industries

• Printing Services

#J-18808-Ljbffr