Your Opportunity: Taylor Corporation is looking for a Customer Service Manager.

Responsibilities Include:

Lead a team of customer service and account managers and carry out management responsibilities. Including interviewing, hiring, training, performance reviews, and developing talent.

Obtain desired results through the execution of direct reports. 

Work with Director of Account Manager and peers to set expectations for the team.  Including but not limited to execution expectations, set…monitor…manage goals set for the team. 

Build, maintain and foster relationships with clients supported by your team.

Operate as an escalation point for assigned accounts. Understand special industry needs, proactively communicate, have a sense of urgency, and help give solution-based direction that will positively impact the customer. 

Ensuring both you and your team are working proactively on client requirements, in some cases reading between the words to identify client expectations.

Work with, build relationships with and influence all levels of the Taylor organization to ensure client requirements are met.  Includes but not limited to sales, executives, production facilities, key departments (estimating, order entry, prepress).

Accountable for all aspects of assigned accounts.  Performance, execution, training, documentation, SLA’s (service level agreements), relationship.  This is accomplished through both direct and indirect contact with the clients. 

Ability to mitigate issues through ambiguity to achieve the desired outcome for both the organization and the client.

Perform Root Cause analysis, develop a course of action, implement the plan of action and measure the effectiveness with minimal direction.

Actively lead continuous improvement initiatives as well as facilitate and implement standard work and lean principles.

Manage multiple projects and teams at any given time while setting customer expectations, meeting deadlines, and adhering to standard operating procedures.

Responsible for establishing and guiding customer communications, conflict resolution, and compliance on contract deliverables. Establish productive and professional relationships with key customer personnel including at the Executive level.

Perform data analytics to draw conclusions and make recommendations for improved service, process changes, and/or financial improvements.

Partner with other department team members to resolve complex customer inquiries and concerns including understanding who and when to escalate within the internal organization.

Coordinate customer business reviews including preparation of customer presentations, gathering performance metric data and participating in customer meetings.

Proactively identify business development opportunities to meet revenue objectives and financial targets. Collaborate with sales to jointly meet requirements. 

Actively coach and develop staff in customer management, customer service, and sales to achieve performance objectives.

Travel to customer locations as required.

You Must Have: 

The minimum education required for this position is a Bachelor’s Degree or 5+ years related professional experience and/or training; or equivalent combination of education and experience

2+ years of leadership experience 

Strong motivation, communication and organizational skills are critical 

Strong documentation skills 

High level of integrity 

Adaptability in leadership 

The anticipated annual salary range for this position is $90,000 - $100,000. The actual base salary offered depends on a variety of factors, which may include as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job. The range listed is just one component of Taylor Corporation’s total compensation and benefits package for employee.

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.