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

Learn more about this Employer on their Career Site

CSR MANAGER