CUSTOMER SERVICE MANAGER

CUSTOMER SERVICE MANAGER JOURNAL GRAPHICS - 3.8

Portland, OR Job Details $70,000 - $80,000 a year 8 hours ago Qualifications Computer operation Customer communication Team leadership Print production Forecasting Full Job Description

CUSTOMER SERVICE MANAGER

Journal Graphics | Portland, OR Position Summary Lead a team of Customer Service Representatives, Planners, and Fulfillment Specialists to ensure a premium customer experience while driving growth and profitability, improving service levels, and optimizing order book productivity. This role is responsible for day-to-day operations and assists in strategy development with the goal of synchronizing the end-to-end workflow process. Essential Functions Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. Lead, develop, and motivate a team of Customer Service Representatives (CSRs), Planners, and Fulfillment Specialists Influence the end-to-end process: Planning, Scheduling, Pre-press, Printing, Bindery, Packing, Shipping, and Mailing (if required) Manage a small account base while maintaining high service standards Align with leadership on scheduling and production priorities Ensure outbound flow aligns with customer requests while meeting Journal Graphics' financial needs Partner cross-functionally with Sales to support the full order-to-delivery process Represent the Customer Service voice in execution capability and roadmap development Oversee all projects and jobs, including schedule changes, production updates, and customer requests Track jobs through production: review job schedules and monitor supplied inserts, cover wraps, and value-added services Share job status updates during production meetings Identify department efficiencies and drive solutions by encouraging best practices and cross-functional knowledge sharing Follow all safety guidelines as outlined in the Employee Handbook Competencies Strategic thinking — problem solving, analysis, and innovation Strong customer-facing and communication skills Self-starter capable of working independently with minimal direction Ability to thrive in a fast-paced environment with shifting priorities Proven track record of driving operational excellence in supply chain, project management, and process improvement Qualifications Education Bachelor's degree in Business (preferred) , Business Management, Supply Chain, Logistics, or a related field Experience Minimum of 5 years leading a team Minimum of 7 years of customer service experience Demonstrated planning and forecasting ability 3 years of printing experience is required Technical Skills Proficient in Microsoft Office Suite Experience with Monarch preferred Ability to regularly use a computer keyboard and monitor