Customer Support Manager

Job Description

Job Description

Description:

Brook + Whittle, one of the fastest-growing, sustainable, printing solutions companies, is currently seeking a full-time Customer Support Manager. The position will be responsible for ensuring their assigned team of customer care specialists deliver a consistently positive customer experience. Overseeing a portfolio of key customer accounts, coaching team members, balancing workloads within the team, overseeing intercompany transfer work and achieving key customer service performance indicators will be primary responsibilities. This is a unique opportunity for a self-motivated candidate who is eager to lead a high-performing customer-facing team, has experience working in a customer-focused role, and possesses a strong continuous improvement mindset.

Ideal candidates will be proactive, detail-oriented, customer satisfaction driven and adept at leading a high-performing team.

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) like 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, and oversee the department budget. Perform other duties as assigned

Requirements

• 3+ years of experience managing a Customer Service team in a manufacturing strongly preferred or B2B environment
• 3+ years of experience working with a CRM case or ticket management system (i.e. Salesforce)
• Experience in the print industry 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 to maintain storage for all documentation needs
• Position is fast-paced, largely a sedentary role. Individuals may need to sit or stand for extended periods of time
• Some travel may be required

Work Hours:

8:00a.m – 5:00p in office

Supervisory Responsibility:

Assigned Customer Care Representatives

About us:

Brook & Whittle is a fast-growing company with strong potential for career growth. Wouldn’t it be cool to go to the store and pick up products that you can say ‘we make that label’? We are a leading prime label printer offering packaging solutions for highly decorated shrink, film, and paper pressure sensitive products. We are highly innovative, developing new technologies and solutions to our customers’ requests and needs; our skilled employees operate some of the most advanced presses in the market and we offer superior artwork.

Our culture is first and foremost one of collaboration and teamwork. We hold ourselves to high professional, ethical and fairness standards. We have zero tolerance for anything less. We are a very diverse workforce that we celebrate as well; we reward good performance through our recognition program, our advancement opportunities and our pay structures.

We welcome you to consider being part of this great team.

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.

Brook & Whittle expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Brook & Whittle LTD’s employees to perform their job duties may result in discipline up to and including discharge.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.