Manager Customer Service

Customer Service Manager

RRD is a leading global provider of marketing, packaging, print, and supply chain solutions that elevate engagement across the complete customer journey. The company offers the industry’s most trusted portfolio of creative execution and world-wide business process consulting, with services designed to lower environmental impact. With 32,000 employees across 28 countries, RRD brings the expertise, execution, and scale designed to transform customer touchpoints into meaningful moments of impact.

The incumbent is responsible for delegating and monitoring the day-to-day activities of the customer service team; promoting a balanced workflow and job coverage, as well as communicating with internal and external customers, providing technical and interpersonal growth guidance to the team members, and ensuring that all aspects of customer service meet/exceed customers and management expectations.

Responsibilities:

• Lead, coach, mentor, motivate and inspire direct reports and others to achieve an optimum level of performance by consistently demonstrating role model behavior in all that is said and done.
• Conduct annual performance reviews for direct reports in a timely manner.
• Ensure that career development plans are prepared, communicated, and appropriately maintained for all direct reports.
• Support all employment-related policies and procedures including the company’s Affirmative Action Plan.
• Recommend changes for business objectives as appropriate to meet the needs of our customers and the facility.
• Perform regular CSR job functions with regard to production.
• Attend daily production meetings and relates information to other team members.
• Monitor and support the team process in the Customer Service department.
• Assign workload to CSRs accordingly to avoid workflow bottlenecks.
• Plan for and determine backup coverage for vacations.
• Provide feedback to the Site Manager regarding team or individual issues.
• Provide on-the-job training on new or existing procedures for Customer Service team members.
• Provide hands-on support to the team members.
• Provide general guidance and direction to achieving team goals.
• Represent the organization to customers in a professional and helpful manner.
• Work directly with customers when appropriate on coordinating needs and resolving problems.