Customer Service Supervisor
About Cenveo
Cenveo is a leading North American manufacturer of envelopes with more than 100 years of industry experience and approximately 30 billion envelopes produced annually. We are committed to safety, quality, and operational excellence.
We are hiring an experienced Customer Service Supervisor for our Chicago, IL location.
Job Summary
The Customer Service Supervisor is responsible for leading and developing a team of customer service professionals while ensuring outstanding service, operational excellence, quality, and customer satisfaction. This role serves as a critical link between customers, sales, production, and management, ensuring projects are executed accurately, efficiently, and on time.
The ideal candidate will have a strong background in customer service leadership within the printing, packaging, envelope, or manufacturing industry, along with a comprehensive understanding of printing processes and production workflows.
Key Responsibilities (Essential Functions)
These are functions a qualified incumbent or applicant must be able to perform with or without reasonable accommodation.
- Team Leadership & Operations
- Lead, coach, train, and develop a team of Customer Service Representatives.
- Monitor team performance and implement continuous improvement initiatives.
- Conduct employee performance evaluations and support professional development.
- Establish and maintain departmental service standards and productivity goals.
- Ensure accuracy, efficiency, and quality control throughout the customer service function.
- Customer & Account Management
- Serve as an escalation point for customer concerns and complex issues.
- Investigate and resolve customer complaints in a timely, professional manner.
- Manage credit and debit adjustments as appropriate.
- Build strong relationships with customers, ensuring a high level of satisfaction and retention.
- Support key customer accounts and collaborate with sales on strategic initiatives.
- Cross-Functional Collaboration
- Work closely with Sales, Production, Planning, and Shipping teams to ensure seamless order fulfillment.
- Communicate effectively with employees at all levels of the organization.
- Provide recommendations and expert guidance to management regarding customer service operations.
- Assist in developing departmental policies, procedures, and best practices.
- Reporting & Business Support
- Compile, analyze, and distribute customer service and sales-related reports.
- Monitor departmental metrics and identify opportunities for improvement.
- Participate in short- and long-term business planning initiatives.
- Support budget management and resource planning, as assigned.
- Adhere to company policies, procedures, and safety requirements.
- Perform other duties as assigned.
Other (Non-Essential) Functions
The duties listed are typical for this role but may be reassigned to other employees as a reasonable accommodation under the ADA.
- Other duties and assignments as required.
Job Requirements
- Associate's Degree or equivalent combination of education and experience.
- Minimum 7 years of customer service experience, preferably within the printing, envelope manufacturing, packaging, or related manufacturing industry.
- Prior supervisory, team lead, or management experience.
- Strong understanding of printing terminology, print production processes, and manufacturing workflows.
- Exceptional customer service, communication, and problem-solving skills.
- Proficiency with Microsoft Office applications.
- Ability to thrive in a fast-paced, deadline-driven production environment.
Physical Requirements & Work Environment
- Primarily office-based with occasional exposure to typical manufacturing conditions, including dust, dirt, high noise levels, chemicals, and temperature variations.
- Ability to remain in stationary positions (sitting/standing) as needed
- Must wear required PPE (e.g., hearing protection, safety footwear) and maintain a safe, compliant work environment
CENVEO IS AN EEO EMPLOYER