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CUSTOMER SERVICE MANAGER in Portland, Oregon at JOURNAL GRAPHICS

NewSalary: $70000 - $80000
JOURNAL GRAPHICS
Portland, Oregon, 97210, United States
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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

    • Job Location

    Portland, Oregon, 97210, United States

    Frequently asked questions about this position

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