Customer Service Manager

Direct message the job poster from Print Bind Ship

The Customer Service Manager is responsible for leading and developing a high-performing customer service team that delivers exceptional service and support to our clients across all stages of the commercial printing process. This role oversees all aspects of customer engagement—from order entry and job tracking to problem resolution and long-term account satisfaction.

The ideal candidate will have a strong background in commercial printing or a related manufacturing environment, with proven leadership in process improvement, team management, and customer relationship excellence.

• Lead, mentor, and develop a team of Customer Service Representatives (CSRs), Estimators, and Account Managers
• Foster a culture of accountability, responsiveness, and continuous improvement.
• Conduct regular training sessions to enhance product knowledge, communication, and service standards.

• Ensure all customers receive prompt, accurate, and professional communication.
• Act as an escalation point for complex client issues or service failures and drive timely resolutions.
• Partner with sales and production teams to ensure seamless job execution and customer satisfaction.
• Monitor customer feedback and implement strategies to improve retention and satisfaction.

• Develop and maintain standardized procedures for order entry, job tracking, proofing, and change management.
• Implement measurable service KPIs such as on-time response rates, order accuracy, and client satisfaction.
• Identify bottlenecks and coordinate with production and scheduling teams to streamline workflow.
• Utilize CRM and MIS systems (e.g., Print
  
  IQ, EFI Pace, or similar) to track customer interaction and metrics.

• Collaborate with executive leadership to define customer service objectives aligned with company goals.
• Participate in cross-departmental meetings to improve interdepartmental communication and workflow.
• Analyze trends and data to forecast customer needs and service improvements.
• Drive initiatives that enhance the overall customer experience and operational efficiency.
• Exceptional leadership, communication, organizational, analytical, and conflict-resolution skills.
• Highly organized and detail-oriented with a sense of urgency.
• Collaborative leader who motivates teams and builds trust and mutual respect.
• Comfortable balancing customer needs with operational realities.
• Strategic thinker with a hands-on management style.