About the Position PrintComm is seeking an experienced, hands-on Customer Service Manager to lead our team of Customer Service Representatives and Project Managers. We are looking for a strong leader who combines excellent customer service skills with sound judgment, proactive problem solving, and the ability to develop and hold employees accountable. This is a working management position. The successful candidate will personally manage a reasonable portfolio of customer relationships and projects while providing the leadership, coaching, training, and direction necessary to ensure the entire department performs at a high level. Our business operates in a fast-paced environment with complex projects, demanding customers, and critical deadlines. We need someone who anticipates challenges, takes initiative, makes decisions, and works collaboratively across departments to ensure commitments are met—even when unexpected obstacles arise. As PrintComm grows, this manager will strengthen processes, develop people, and build a team capable of handling greater volume and complexity.

KEY RESPONSIBILITIES

Leadership and Team Development Lead, coach, train, and develop Customer Service Representatives and Project Managers. Set clear expectations for ownership, responsiveness, accuracy, performance, and customer service. Provide regular feedback and performance evaluations; address performance and conduct issues promptly and constructively. Help hire and onboard employees, identify training needs, and build a capable, accountable team. Balance team workloads and maintain effective customer coverage. Project Execution and Problem Solving Own the department's execution against customer commitments, production deadlines, and quality expectations. Manage assigned customer accounts and projects while maintaining time and focus for department leadership. Identify scheduling conflicts, bottlenecks, and potential issues early; take action before they affect customers. Work closely with Production, Scheduling, Sales, and other teams to overcome obstacles and keep projects on track. Lead resolution of escalated customer issues, production delays, and quality concerns; communicate clearly and follow through. Investigate root causes and implement corrective actions to prevent recurring problems. Customer Relationships Ensure timely, accurate, professional, and proactive customer communication. Serve as an escalation point for complex customer needs and sensitive situations. Build strong relationships with customers and internal partners while maintaining operational and financial discipline. Process Improvement and Scalability Establish and monitor meaningful measures of on-time execution, accuracy, responsiveness, and customer satisfaction. Improve workflows, standard operating procedures, handoffs, and team consistency. Create processes that enable growth without relying on constant crisis management or individual heroics.

QUALIFICATIONS

Required At least five years of relevant experience in customer service, project management, operations, or a related field, including meaningful people-management experience. Demonstrated success coaching employees, setting expectations, managing performance, and holding people accountable. Strong initiative, judgment, organizational skills, and a proven ability to solve problems under pressure. Ability to manage multiple priorities and deadlines while working effectively across departments. Excellent written, verbal, and interpersonal communication skills. Proficiency with Microsoft Office applications and business management systems. Preferred Experience in commercial printing, direct mail, fulfillment, or another deadline-driven production environment. Familiarity with production scheduling, job management, and manufacturing workflows. Experience improving processes, developing teams, and implementing performance measures. Experience using the

PACE MIS.

What Success Looks Like The successful manager builds a confident, accountable team that anticipates problems, communicates early, resolves issues decisively, and consistently delivers on customer commitments. This leader contributes directly to important customer work while making the entire department stronger, more efficient, and better equipped to scale. About PrintComm PrintComm provides printing, direct mail, and fulfillment solutions for customers with demanding requirements and critical deadlines. Our success depends on collaboration, attention to detail, innovative problem solving, and delivering on our promises. This is an on-site position in Flint, Michigan; remote work is not available. PrintComm is an Equal Opportunity Employer. We consider qualified applicants without regard to any characteristic protected by applicable law.

Pay:

From $60,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off Retirement plan Vision insurance

Work Location:

In person