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Manager - Customer Service

Customer Service

White Plains, MD
ID: 46666

AGS of White Plains, Maryland is in search of a Customer Service Manager with printing industry experience. 

Responsible for the day-to-day direction and coordination of activities for Customer Service Representatives in a full service commercial printing plant.  Ensuring that the highest levels of customer service are achieved by maintaining effective communications with customers, sales, planning and scheduling, pre-press and various other departments.  Must have working experience in the commercial printing industry. 

  • Position is responsible for managing all aspects of the Customer Service Department.
  • Directly supervises the customer service department employees. 
  • Responds to customer inquiries regarding status of orders, service and repairs; investigates and resolves critical production, shipping and scheduling problems; provides special pricing for non-standard items; and interfaces with key customers to resolve problems or discrepancies.
  • Focuses on understanding both the customer needs and the ability of the company to offer solutions for building and maintaining long-term relationships.
  • Responsible for transitioning business from sales to manufacturing; developing production and service solutions that best fit the company as well as the customer.
  • Partners with manufacturing departments to identify process improvements.
  • May coordinate staff involved in a combination of activities such as order processing, consumer relations, sales support, reviewing warranty claims and problems, processing customer returns and exchanges and expediting service and repairs.
  • Manages effective communication between customers, manufacturing and sales.  
  • Balances customer and company needs, resulting in strong customer relationships.
  • Monitors processes to eliminate bottlenecks in order entry.
  • Plans and coordinates customer visits.
  • Must understand customers profitability and work to identify manufacturing and process improvements.
  • Demonstrates administrative control of transactional workflow within Hagen, WCSS and WBS-Lite environments for proper customer billing and revenue recognition

Required Skills & Experience:

  • Qualified candidate will have 5 to 7 years experience in customer service in commercial print with emphasis on sheet fed printing, and a minimum of 2 to 3 years experience in a management position. 
  • Bachelor’s Degree in Graphic Arts or Related field or 4 plus years work experience in Graphic Arts Industry/Commercial Print Production.
  • Must have a proven ability and knowledge of, and experience in commercial print to effectively manage communications between customers, production and sales.


RRD is an EEO/AA including Vets and Disabled Employer

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