CUSTOMER SERVICE MANAGER

Job Description

Job Description

CUSTOMER SERVICE MANAGER

Journal Graphics | Portland, OR

Position Summary

Lead a team of Customer Service Representatives, Planners, and Fulfillment Specialists to ensure a premium customer experience while driving growth and profitability, improving service levels, and optimizing order book productivity. This role is responsible for day-to-day operations and assists in strategy development with the goal of synchronizing the end-to-end workflow process.

Essential Functions

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Lead, develop, and motivate a team of Customer Service Representatives (CSRs), Planners, and Fulfillment Specialists
• Influence the end-to-end process: Planning, Scheduling, Pre-press, Printing, Bindery, Packing, Shipping, and Mailing (if required)
• Manage a small account base while maintaining high service standards
• Align with leadership on scheduling and production priorities
• Ensure outbound flow aligns with customer requests while meeting Journal Graphics' financial needs
• Partner cross-functionally with Sales to support the full order-to-delivery process
• Represent the Customer Service voice in execution capability and roadmap development
• Oversee all projects and jobs, including schedule changes, production updates, and customer requests
• Track jobs through production: review job schedules and monitor supplied inserts, cover wraps, and value-added services
• Share job status updates during production meetings
• Identify department efficiencies and drive solutions by encouraging best practices and cross-functional knowledge sharing
• Follow all safety guidelines as outlined in the Employee Handbook

Competencies

• Strategic thinking — problem solving, analysis, and innovation
• Strong customer-facing and communication skills
• Self-starter capable of working independently with minimal direction
• Ability to thrive in a fast-paced environment with shifting priorities
• Proven track record of driving operational excellence in supply chain, project management, and process improvement

Qualifications

Education

Bachelor's degree in Business (preferred) , Business Management, Supply Chain, Logistics, or a related field

Experience

• Minimum of 5 years leading a team
• Minimum of 7 years of customer service experience
• Demonstrated planning and forecasting ability
• 3 years of printing experience is required

Technical Skills

• Proficient in Microsoft Office Suite
• Experience with Monarch preferred
• Ability to regularly use a computer keyboard and monitor