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Brook + Whittle · 2 days ago

Customer Support Manager (Manuf. Exp. strongly preferred)

Guilford, CT

Full-time

Onsite

Mid, Senior Level

2+ years exp

Brook + Whittle, one of the fastest-growing, sustainable printing solutions companies, is currently seeking a full-time Customer Support Manager. The role involves leading a team of customer care specialists to deliver a positive customer experience and managing key customer accounts while achieving performance indicators.

CommercialPackaging ServicesPrinting

Responsibilities

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

Policy and process management: Develop, implement, and enforce customer service policies and procedures to meet company goals

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

Customer issue resolution: Handle escalated customer complaints and complex problems to ensure customer satisfaction

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

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

Qualification

Customer Service ManagementCRM Systems (Salesforce)Manufacturing ExperienceTeam LeadershipPlanningOrganizationCommunication SkillsProblem-SolvingDetail-Oriented

Required

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

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

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