Manager, Customer Service

Description

Come join our team! $1,000 Retention Bonus (after 1 year) Paid Time Off 11 Paid Holidays Eligible to participate in the 401(k) Plan Competitive Benefits

MPS, a division of Macmillan Publishers, a leading US publisher of Trade and Academic titles, has a job opening for a Manager, Customer Service in our Gordonsville facility. MPS provides back office support, warehousing, and, fulfillment for Macmillan US, and is their primary distribution facility for North America.

Purpose of the Role: We are seeking a dedicated and experienced Customer Service Manager to lead our Customer Service and Order Entry teams within the dynamic world of publishing. The ideal candidate will oversee all aspects of Customer Service operations, ensuring that our customers receive exceptional support and service supported by our Shared Excellence values. This role demands a deep understanding of the publishing industry, excellent communication skills, and a strong commitment to providing outstanding customer satisfaction.

Key responsibilities/tasks:

Lead and Motivate: Direct and supervise a team of customer service representatives, fostering a supportive and high-performance environment where excellence in service is the primary goal.

Strategy Development: Develop and implement comprehensive customer service strategies that align with the companys goals and objectives, with a focus on continuous improvement.

Customer Support: Ensure the provision of prompt, reliable, and accurate customer support, managing inquiries, complaints, and feedback related to our publications and services.

Relationship Management: Build and maintain positive relationships with customers, publishers, operations and key support departments throughout MPS.

Process Improvement: Continuously assess and improve customer service processes and policies to enhance efficiency and customer satisfaction.

Training and Development: Conduct training sessions for customer service staff on industry-specific knowledge, customer service best practices, and new technologies or systems implemented within the department.

Feedback: Collect customer feedback regarding publication defects, shipping errors and damages to the applicable departments to identify trends, resolve issues, and improve overall service delivery.

Reporting: Ensures daily stats are collected and recorded for departmental workload planning.

Crisis Management: Handle complex customer complaints or issues, providing solutions that safeguard the companys reputation and customer loyalty.

Collaboration: Work closely with other departments, including sales, credit, warehouse operations, inventory, and traffic teams, to ensure a cohesive customer experience and address any service-related challenges.

Skills/experience required:

Bachelors degree in Business Administration, Communications, or a related field. A background in publishing and/or distribution is highly preferred. Alternatively, the equivalence in experience.

Proven experience as a Customer Service Manager, preferably within the publishing industry or related fields.

Strong leadership skills and the ability to inspire and motivate a team. Excellent communication and interpersonal skills, with the ability to interact effectively with a diverse range of individuals.

Solid understanding of customer service software, databases, and tools.

High level of professionalism and a customer-first mind set.

Ability to manage multiple priorities and work under pressure.

Essential Skills: The ability to manage a diverse spectrum of personalities within a team, coupled with the critical skill of recognizing and fostering each team member’s unique potential.

Key relationships: Customers, Trade and College Sales teams, Trade and College Operations, MPS – Warehouse, Inventory, Traffic, Credit and Customer Relations.

Capabilities:Customer focusRelationship building/teamworkManaging complexityPeople managementProblem solving

Hours of work are typically Monday – Friday from 8:00 a.m. – 5:00 p.m., with some extended hours as needed.

We are an Equal Opportunity Employer. We are actively seeking job applicants who reflect a broad representation of differences, including race, ethnicity, religion, sex, sexual orientation, gender Identity/expression, physical ability, neurodiversity, age, family status, economic background and status, geographical background and status, and perspective. We believe that the best companies reflect the incredible diversity in viewpoints, backgrounds, and identities of the world in their staffs, and are committed to inclusive hiring across departments and levels. The successful candidate for this position will be an employee of MPS.

Qualifications

Skills

Required

Excel: Advanced

Microsoft Word: Advanced

Data Entry: Advanced

Customer Service: Expert

Computer Experience: Advanced

Behaviors

Required

Innovative: Consistently introduces new ideas and demonstrates original thinking

Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Team Player: Works well as a member of a group

Leader: Inspires teammates to follow them

Education

Required

Bachelors or better in Business Administration