Manager, Customer Service

Account Management Team Manager

Circle Graphics is the world's foremost producer of grand and large-format digital graphics. We are an industry leader in creating innovative products for outdoor advertising, business signage, wall decor, art reproduction, and the professional photography and art communities.

Our combined 407,000 square feet of manufacturing facilities across the United States house over 88 grand and large format digital printers, custom automated finishing equipment, and coating capabilities to produce printed recyclable materials up to 16 ft. wide. Our prepress department processes more than 20,000 files per day with the aid of proprietary software automation tools. We operate 7 days a week to deliver extraordinary customer service and print over 431 million square feet of material annually. We specialize in industry leading innovations accompanied by World Class service.

Job Description Overview: Account Management Team Manager

Position Mission

The Account Management Team Manager is responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to include hiring, motivating, recognizing, rewarding, coaching, counseling, training, and problem solving. The Account Management Team Manager is a working manager, overseeing the customer service staff, whose functions include handling incoming orders, order updates (support tickets) and phone calls, as well as respond to customer questions.

What You'll Do: Essential Duties and Responsibilities:

Leadership:

• Model company values. Foster an inclusive and respectful work environment.
• Use experience and judgment in application of department directives
• Provide coverage for VP Customer Experience in his/her absence
• Assists the VP with daily operation of the department to include the development, analyses and implementation of staffing, training and reward/recognition programs
• Works as a member/leader of special or ongoing projects that are important to area/process improvement
• Shares continual responsibility for deciding how to manage the employees, ensuring business needs are handled efficiently and effectively
• Uses appropriate judgment in upward communication regarding department or employee concerns
• Create and maintain a high-quality work environment so team members are motivated to perform at their highest level

Team Management:

• Interview, hire, onboard and train new team members
• Manage overall staff performance against production standards and budget
• Write and deliver periodic and annual staff performance reviews
• Coach, mentor account managers on performance and behaviors as needed
• Provide continued education and training for team
• Makes recommendations regarding hiring, coaching, corrective action, promotions, performance management, and termination decisions in partnership with Human Resources and leadership. Develop team members and prepare them for succession opportunities
• Participate with senior leadership in talent reviews
• Ensure accurate documentation of performance and employee matters.

Communication, Process & Administration:

• Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives
• Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers
• Monitor CGOM queues; direct daily workflow of team
• Assist staff with workload and deadline management
• Attend meetings as needed
• Communicate business needs and directives to teams as deemed necessary

Customer Service:

• Resolve technical and complex service questions from customers
• Work directly with customers either by phone or electronically
• Respond promptly to customer inquiries
• Direct requests and unresolved issues to the designated resource
• Manage customers' accounts
• Obtain and evaluate all relevant information to handle inquiries and complaints/escalations
• Make outbound calls and emails to customers who have had a problem with a recent order
• Keep records of customer interactions and actions taken
• Make outbound calls and emails to negative trending customers
• Make outbound calls and emails to key accounts
• Other duties and special projects as assigned

Skills, Intellectual Demands and Job Requirements:

Education and Formal Training:

• High School diploma or G.E.D equivalent
• Bachelor's degree preferred or equivalent successful experience in business related field
• Knowledge of customer service principles and practices
• Minimum two years' general administrative experience

Knowledge, Skills, and Ability:

• Proficient in the use of Microsoft Office including Excel, Word and Outlook
• Proven management skills
• Proven ability to act independently, exercise judgment and influence people to take appropriate actions
• Excellent attention to detail and follow-through with communication and a sense of urgency for deadlines
• Excellent organizational skills and ability to prioritize
• Effective written and verbal communication skills
• Excellent grammar and proofing skills
• Ability to "multi-task" while also reassessing priorities on a continual basis.
• Contribute to process improvement efforts

Intellectual Demands:

• Must understand vague and implicit instructions and react favorably in all work situations.
• Must be approachable and responsive to a variety of people and issues.
• Must be able to resolve problems, handle conflict and make effective decisions under pressure.
• Must have a long attention span in order to listen to people, perceive the real problems and bring issues to a successful conclusion.
• Ability to add, subtract, multiply and divide in all units of measure, calculate figures and amounts such as discounts, interest, commissions, proportions and percentages, and apply concepts of basic algebra.
• Requires public contact and excellent interpersonal skills
• Ability to effectively present information and respond to questions from groups of managers, clients, customers and general public.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram and schedule form.

Benefits:

Circle Graphics + Sensaria offers a competitive compensation package, which includes vacation days, sick days, paid holidays, paid maternity and paternity leave, paid floating holiday, along with Medical, Dental, Vision, 401K, STD, LTD, Optional Life insurance, and opportunities for professional development.

Circle Graphics + Sensaria is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status, and all other legally required non-discriminatory categories. We are dedicated to creating an inclusive and collaborative workplace where every team member can thrive.