Manager, Customer Service

Let Us Power Your Potential

Taylor Corporation is a dynamic, diversified company with big plans for the future - and your career. We power our employees' potential and strive to create opportunity and security for every member of the team. If you're ready for something bigger - more challenge, more variety, more pathways for professional growth - we should talk. We're passionate about our work, we believe there is always a better way, and we're looking for people like you.

Ready to reach your potential? It's time to look at Taylor.

Your Opportunity: Taylor Corporation is seeking a Manager of Customer Service! The CSM is viewed as the go-to person for process improvement, cross-functional coordination and relationship building consultation. The ability to seek and accept feedback from others while providing and learning to help others receive similar constructive feedback is an important part of this role. A CSM plays an integral part in meeting all company goals: * Guarantee satisfaction and value for our customers. * Contribute to a work environment that fosters pride in being part of a winning team * Contribute to the company's goals of achieving cost efficiencies by maintaining high productivity and quality standards. A CSM is responsible for supporting the company vision and mission. This position requires tact, sensitivity, and professionalism, because they are in contact with current and prospective customers, and are in a strong position to influence their satisfaction and our company prosperity.

Your Responsibilities:

• Motivate, coach and lead a team of 12 - 14 members to deliver a consistent, exceptional customer experience every time
• Recruit, hire, train, consistently coach and retain team members
• Ensure Key Performance Indicators and expectations are met
• Manage efficiency by staffing Customer Service to meet the fluctuations in customer demands and programs
• Maintain professional, proactive and effective communication while sharpening similar skills within the team
• Own and elevate the customer experience regardless of issue or source
• Direct and coordinate activities concerned with the operation of customer service within the company guidelines and policies
• Ensure team successfully establishes, manages and exceeds customer expectations throughout any engagement
• Provide cross-functional leadership and represent voice of the customer at all levels of the organization to raise our level of overall performance
• Openly communicate with peers, internal customers, Management, Operations, and Learning & Development staff to promote Customer Service needs, and departmental standards and goals
• Partner with Implementations, Accounting and other areas to successfully on-board and upgrade clients
• Consistently review and provide input on training improvements for our teams
• Validate work product reviews and necessary checks and balances are in place across the customer experience and identify improvement opportunities; provide constructive and documented feedback as needed
• Help create action plans to operationalize company goals and objectives
• Set priorities, track activity, manage workflow, identify opportunities and help allocate resources to meet customer deadlines and build strong business relationships
• Develop the team's ability to effectively present and discuss the products and services of the company to customers in a way that conveys an image of quality, integrity, and superior understanding and delivery of customer needs
• Lead complex customer and company-focused projects

You Must Have:

• 5+ years of experience in the field
• 2+ years of leadership experience
• Strong motivation, communication and organizational skills are critical
• Strong documentation skills
• High level of integrity
• Adaptability in leadership

We Would Also Prefer:

• Bachelor's degree

About Taylor Corporation
One of the largest graphics communications firms in North America, Taylor's family of companies provide a diverse set of products, services, and technologies addressing the toughest communication challenges. For nearly 50 years, Taylor has been a premier provider of powerful and innovative products, services, and expertise for individuals, businesses, and distributors large and small. Our 10,000+ employees spanning 26 states and seven countries work diligently to create the interactive, printing, and marketing solutions that have helped build some of the world's more recognizable brands. Everything we do begins with identifying the unique priorities and needs of our customers and creating one-of-a-kind solutions. We offer a comprehensive benefit package including several health plans to choose from, dental, vision, wellness programs, life and disability coverage, flexible spending accounts, health savings accounts, 401(k) plan with company match, paid time off (PTO) and 64 hours of annual holiday pay.

The Employer retains the right to change or assign other duties to this position.

Taylor Corporation 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.

Taylor Corporation including all partners and affiliates is an Equal Opportunity Employer/Veterans/Disabled.