Customer Support Manager

Overview

Brook + Whittle, one of the fastest-growing, sustainable, printing solutions companies, is currently seeking a full-time Customer Support Manager. The position will be responsible for ensuring their assigned team of customer care specialists deliver a consistently positive customer experience. Overseeing a portfolio of key customer accounts, coaching team members, balancing workloads within the team, overseeing intercompany transfer work and achieving key customer service performance indicators will be primary responsibilities.

This is a unique opportunity for a self-motivated candidate who is eager to lead a high-performing customer-facing team, has experience working in a customer-focused role, and possesses a strong continuous improvement mindset.

Ideal candidates will be proactive, detail-oriented, customer satisfaction driven and adept at leading a high-performing team.

• 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

• 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
• 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

• Position routinely uses standard office equipment such as computers, phones, photocopiers and filing techniques to maintain storage for all documentation needs
• Position is fast-paced, largely a sedentary role. Individuals may need to sit or stand for extended periods of time
• Some travel may be required

8:00a.m – 5:00p in office

Assigned Customer Care Representatives

• 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*
• * Benefit will be available on the 1st of the month after 60 days of employment
• ** Benefit will be available after 90 days of employment

Brook & Whittle is a fast-growing company with strong potential for career growth. Wouldn’t it be cool to go to the store and pick up products that you can say ‘we make that label’? We are a leading prime label printer offering packaging solutions for highly decorated shrink, film, and paper pressure sensitive products. We are highly innovative, developing new technologies and solutions to our customers’ requests and needs;

our skilled employees operate some of the most advanced presses in the market and we offer superior artwork.

Our culture is first and foremost one of collaboration and teamwork. We hold ourselves to high…