Taylor Corporation - Fridley, MN
posted 5 months ago
Taylor Print Impressions is seeking a Manager of Customer Service at our Fridley, MN location. This role is pivotal as the Customer Service Manager (CSM) is viewed as the go-to person for process improvement, cross-functional coordination, and relationship-building consultation. The CSM will play an integral part in meeting all company goals, which include guaranteeing satisfaction and value for our customers, contributing to a work environment that fosters pride in being part of a winning team, and achieving cost efficiencies by maintaining high productivity and quality standards. This position requires tact, sensitivity, and professionalism, as the CSM will be in contact with current and prospective customers and will have a strong influence on their satisfaction and the company's prosperity. In this role, the CSM will motivate, coach, and lead a team of 12 to 14 members to deliver a consistent and exceptional customer experience. Responsibilities include recruiting, hiring, training, and consistently coaching team members to ensure that Key Performance Indicators and expectations are met. The CSM will manage efficiency by staffing Customer Service to meet fluctuations in customer demands and programs, while maintaining professional, proactive, and effective communication. The CSM will own and elevate the customer experience regardless of the issue or source, and will direct and coordinate activities concerned with the operation of customer service within company guidelines and policies. The CSM will also ensure that the team successfully establishes, manages, and exceeds customer expectations throughout any engagement. This includes providing cross-functional leadership and representing the voice of the customer at all levels of the organization to raise overall performance. Open communication with peers, internal customers, management, operations, and learning & development staff is essential to promote Customer Service needs and departmental standards and goals. The CSM will partner with Implementations, Accounting, and other areas to successfully onboard and upgrade clients, consistently review and provide input on training improvements, validate work product reviews, and help create action plans to operationalize company goals and objectives. Additionally, the CSM will develop the team's ability to effectively present and discuss the products and services of the company to customers, conveying an image of quality, integrity, and superior understanding of customer needs.