Customer Service Manager

FLSA Status: Exempt

Job Summary

Directs and coordinates customer service activities of a screen printing and/or graphic imaging company by providing a communication link between the production plant, sales personnel, and the customer.

Essential Duties and Responsibilities

• Designs, implements, and analyses surveys to determine level of customer satisfaction with company produced products or services.
• Recommends corrective services to adjust errors and customer complaints.
• Answers questions about service.
• Keys information into computer to compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints.
• Prepares composite reports from individual reports of subordinates.
• Determines work procedures, prepares work schedules, and expedites workflow.
• Issues written and oral instructions.
• Recruits, selects, orients, evaluates, and trains staff.
• Studies and standardizes procedures to improve efficiency of subordinates, prepares work schedules, and expedites workflow.
• Prepares annual budget and controls departmental expenses.
• Maintains harmony among workers and resolves grievances.

Supervisory Responsibilities

Responsible for the overall direction, coordination, and evaluation of supervisory and non-supervisory personnel. Carries out leadership responsibilities in accordance with company policies, procedures, safety, and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

To perform this job successfully, individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Bachelor's degree in Business; five to ten years experience in screen printing, digital imaging, or related activities; or equivalent combination of education and experience.

Language Skills

Ability to read, analyze, and interpret complex documents. Ability to respond effectively to the most sensitive inquiries or complaints. Ability to write speeches and articles using original or innovative techniques or style. Ability to make effective and persuasive presentations on controversial or complex topics to a variety of audiences.

Mathematical Skills

Ability to comprehend and apply the principles of advanced mathematics and statistical theory. Ability to work with complex mathematical and statistical concepts such as probability and statistical inference, fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear, use hands to finger, handle, or feel and reach with hands and arms. The employee frequently is required to stand, walk, and sit. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts, fumes, toxic chemicals, and heat. The noise level in the work environment is usually quiet. Some independent travel is required.