Are you a client service expert with leadership experience in manufacturing? In this opportunity, you will lead the customer service department for the card personalization division of this payment card business. You will lead a bright team of relationship and onboarding project managers in serving demanding clients ranging from large banks to innovative fintechs. This is a data-driven, environmentally conscious company with a family-friendly culture that values kindness and respect, celebrates victories, and is always looking to improve. Whether you’re already a payment card expert or you have a strong manufacturing foundation in a related field like printing or mailing and want to expand into cards, let’s discuss how this growth opportunity could be an attractive next step for you!
- Oversee day-to-day management of the department responsible for customer service.
- Prepare, monitor, and enforce operational procedures.
- Support and reinforce the communication of corporate administrative policies.
- Review and approve department, order, and project expenditures.
- Collaborate with the national sales leader to manage and monitor sales bookings.
- Manage all activities related to estimates and price quotes.
- Track and update customer account procedures.
- Resolve questions and concerns related to customer billing.
- Maintain customer files and implement customer databases.
- Coordinate and review pricing information for customers.
- Evaluate new potential procedures or tools for productivity.
- Assess the department’s training needs.
- Proficiency in inbound data handling, file management, and personalization processes.
- Collaborate with design teams for project development.
- Continuously enhance existing programs.
- Partner with sales teams to respond to questions from potential clients and present additional capabilities.
- Successfully onboard new customers.
- Lead the development, testing, implementation, and documentation of new processes and systems.
- Manage change control, testing, and issue resolution.
- Collaborate with sales and executive leadership to evaluate and manage capacity and pricing.
- Assist sales in preparing or reviewing customer proposals and pricing models.
- Coordinate with accounting to set up new client billing.
- Participate in customer sales meetings and help with presentations as needed.
- Support the customer service team.
- Monitor industry developments and share upcoming changes and requirements with the right stakeholders.
- Collaborate with purchasing to evaluate component and supply requirements.
- College degree or equivalent experience.
- Project Management Professional Certification.
- 8+ years of experience in management of customer service, data processing, and/or project management.
- 10+ years of hands-on management experience in a related field.
- Experience in a manufacturing and/or printing environment.
- Expertise in managing department budgets.
- Comprehensive understanding of departmental operating systems, processes, and capabilities.
- Proficiency in databases such as Excel and Access.
- Excellent leadership, communication, and interpersonal skills.
- Capacity to work independently, multitask, and manage priorities.
- Comprehensive attention to detail.
- In-depth knowledge of components and supplies required for cost-effective acquisition and customer pricing.
- General PC proficiency, including Microsoft Office suite and Microsoft Project.
- Capability to develop training and quality control procedures and processes as needed by department production methods.