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Brook + Whittle · 2 months ago

Customer Support Manager (Manuf. Exp. strongly preferred)

Guilford,CT,US

Full-time

Onsite

Entry, Mid Level

2+ years exp

Brook + Whittle is one of the fastest-growing, sustainable, printing solutions companies, currently seeking a full-time Customer Support Manager. The role is responsible for ensuring a positive customer experience through team leadership, managing customer service policies, and handling escalated customer issues.

CommercialPackaging ServicesPrinting

Responsibilities

Recruit, hire, train, and coach customer service team members. Conduct performance reviews and provide ongoing feedback

Develop, implement, and enforce customer service policies and procedures to meet company goals

Track key performance indicators (KPIs) like average case handling time. Analyze data and customer feedback to identify areas for improvement

Handle escalated customer complaints and complex problems to ensure customer satisfaction

Collaborate with other departments to align on customer service strategies and order workflow. Contribute customer service insights to strategic company plans

Manage staff scheduling, maintain accurate records, and oversee the department budget. Perform other duties as assigned

Qualification

Customer Service ManagementCRM System ExperienceManufacturing ExperienceTeam LeadershipCritical ThinkingCommunication SkillsDetail OrientedProblem Solving

Required

Strong team leadership and motivational skills

Art of tact and diplomacy, patience and politeness

Strong written and verbal communication skills

Detail oriented and deadline-focused with excellent planning and organizational skills

Critical thinking and problem-solving aptitude

Ability to comprehend and explain technical product/service information

Preferred

2 years of experience managing a Customer Service team in a manufacturing strongly preferred or B2B environment

2 years of experience working with a CRM case or ticket management system (i.e. Salesforce)

Experience in the print industry a plus

Bachelor's degree preferred

Benefits

10 paid holidays

Paid vacation

Paid sick/personal days

Telemedicine*

Life insurance*

Long term disability insurance*

Employee assistance program (EAP)*

Dental*

Vision*

401(k) – first of the month after 90 days of employment – auto-enroll at 3%

Short term disability*

Voluntary life insurance*

Flexible spending account – health care and/or dependent care*

Critical illness insurance, hospital indemnity insurance and accident insurance*

Medical*

Company

Brook + Whittle

Brook + Whittle is a leading North American manufacturer of premium prime label solutions with highly differentiated capabilities, entrusted by some of the most well-known brands.

Founded in 1996

North Branford, Connecticut, USA

1001-5000 employees