Sr. Manufacturing Customer Service Manager

Job purpose

The Senior Manager of Customer Service & Marketing will lead the strategic direction, performance, and development of company's customer service and marketing teams. This role is integral to enhancing customer satisfaction, optimizing service processes, and driving effective marketing initiatives to support business growth. The ideal candidate will have a blend of customer service expertise and a strong marketing acumen to drive operational efficiency and brand visibility.

Duties and responsibilities

• Create and implement standard operating procedures (SOPs) that promote best practices in customer service management, system utilization, and team collaboration.
• Lead cross-functional process improvement initiatives to optimize workflows, reduce inefficiencies, and enhance operational performance across departments
• Track and analyze key performance indicators (KPIs) related to customer satisfaction, response times, and service efficiency; identify areas for improvement and execute corrective actions.
• Develop team capabilities in process mapping, root cause analysis, and KPI tracking while fostering a culture of continuous improvement and analytical problem-solving
• Drive cross-departmental collaboration to resolve high level escalated issues, managing implementation planning and change management to streamline business operations.
• Lead, coach, and develop a high-performing customer service and marketing team, fostering a collaborative and customer-focused culture that aligns with company's commitment to customer satisfaction.
• Develop and implement a comprehensive marketing strategy to promote company's products, drive brand awareness, and generate demand.
• Collaborate with the Sales and Product Development teams to create product positioning, go-to-market plans, and targeted promotional campaigns.
• Manage the creation of marketing materials, including digital assets, presentations, trade show collateral, and product catalogs that effectively communicate company's value proposition.
• Manage budgets for customer service and marketing activities, ensuring efficient use of resources to achieve department objectives.
• Monitor spending and adjust allocations to maximize ROI from marketing campaigns and service improvements.
• Oversee multiple concurrent high-priority projects while maintaining operational excellence in day-to-day responsibilities
• Other duties as assigned by management. 

Qualifications

• Preferred:  Bachelor's degree in Marketing, Business Administration, or related field; or equivalent experience
• 5+ years of experience in a customer service or marketing role, with at least 3 years in a managerial capacity.
• Proven track record in managing customer service operations and delivering high levels of customer satisfaction.
• Experience developing and executing marketing strategies, preferably in a manufacturing environment within the printing or technology industry.
• Strong communication and interpersonal skills with an aptitude in building relationships with professionals of all organizational levels
• Excellent organizational skills and time management skills
• Strong understanding of customer service metrics and service improvement methodologies.
• Demonstrated ability to lead teams effectively, prioritize tasks, and drive a customer-centric culture.
• Excellent communication, negotiation, and conflict-resolution skills.
• Ability to think strategically while also being hands-on in executing projects.
• Proficient computer skills, including MS Office products
• Reasoning ability – the ability to apply common sense understanding to carry out written or oral instructions.  Ability to deal with problems involving a few concrete variables in standardized situations. Ability to work independently and take appropriate corrective action when minor problems arise.

Supervisory Responsibilities

This position manages the Customer Service Manager and Marketing Manager.

To be discussed during the interview process