Customer Service Manager (2276)

Job DetailsJob Location: HQ - WAUKESHA, WI 53186Position Type: Full TimeJob Shift: 1st ShiftJob Category: Customer ServiceThe Print Customer Service Manager leads the customer service function supporting print production across both The Marek Group (TMG) and HighNote (HN). This role is responsible for driving consistent, high-quality customer experience while ensuring alignment between customer service, sales, estimating, and production operations. The position focuses on unifying customer service teams across locations, establishing consistent processes, and ensuring projects move efficiently from client request through production and delivery. The manager serves as the primary escalation point for complex client needs while developing a high-performing team that supports operational excellence and long-term customer relationships. This role requires a hands-on leader who can balance customer expectations, internal workflows, and production realities while fostering a positive and collaborative environment. Core Values in Action Leadership – Ownership & Continuous Improvement: Providing clear direction and accountability for customer service operations while continuously improving processes, communication, and service delivery. Desire to Win – Responsiveness & Results: Driving a world-class customer experience by ensuring projects move efficiently, deadlines are met, and client expectations are exceeded. Collective Genius – Collaboration: Partnering with sales, estimating, production, and fulfillment teams to ensure seamless execution of client projects and alignment across both organizations. Integrity – Communication & Transparency: Serving as a trusted escalation point for clients and internal teams while ensuring accurate information, clear expectations, and professional communication. Stewardship – Positive Organizational Impact: Building sustainable processes, developing team members, and contributing to a positive culture that strengthens both organizations and supports long-term growth. Key Responsibilities Customer Service Leadership Lead and oversee the CSR (Customer Service Representative) team supporting print operations. Serve as the primary escalation point for complex client requests, issues, or project concerns. Establish clear expectations for service standards, communication, and project ownership. Foster a positive, team-oriented culture focused on accountability and collaboration. Identify developmental opportunities for team members and provide coaching and mentoring.   Operational Workflow & Project Management Monitor order and estimating activity to ensure balanced workloads and efficient project flow. Ensure projects move effectively from sales handoff through estimating, production, and fulfillment. Enforce company procedures, policies, and service standards. Develop consistent workflows and best practices across both locations. Partner with estimating and production teams to ensure project specifications are accurate and achievable.   Cross-Location Team Alignment Support and unify customer service teams across TMG and HighNote. Partner with working leads at each location to ensure consistent processes and communication. Drive alignment in project management, customer communication, and service expectations. Travel occasionally to the HighNote location to maintain strong collaboration and team engagement.   Customer Relationship Management Maintain strong relationships with key clients and serve as an escalation point when needed. Support sales teams in maintaining and growing customer relationships. Identify opportunities for cross-selling services including digital and offset printing, direct mail/data services, promotions, and fulfillment. Ensure a high level of responsiveness and professionalism in all customer interactions.   Process Improvement & Continuous Improvement Identify workflow inefficiencies and implement process improvements. Support continuous improvement initiatives within customer service and production coordination. Maintain accurate documentation of procedures and service standards. Establish metrics to measure service performance and operational efficiency. Qualifications Required 5+ years of experience in print customer service, production coordination, or print operations. Prior leadership or supervisory experience. Strong understanding of print production workflows including estimating, scheduling, and project management. Ability to manage multiple projects simultaneously in a deadline-driven environment. Excellent communication and customer relationship skills.   Preferred Experience working with ERP or print management systems. Experience supporting multi-location operations. Experience coordinating digital and offset printing, direct mail, or fulfillment services. Performance Expectations Success in this role includes: Consistent and high-quality customer service across both organizations. Strong collaboration between customer service, sales, and production teams. Improved process consistency between TMG and HighNote. Efficient project flow with minimal errors or production disruptions. Strong employee engagement and development within the CSR team. Positive client feedback and strong long-term relationships. Work Environment This position operates primarily in an office environment with occasional exposure to the production floor. This role requires frequent communication with internal teams and clients. Travel to the HighNote location may be required periodically to support team alignment and operational consistency. Qualifications