DNP IAM is a 100 percent U.S. subsidiary of Dai Nippon Printing Co., Ltd. (DNP) – the world’s largest manufacturer of dye-sublimation media for photo printers and thermal transfer ribbons and barcode printers. DNP Imagingcomm America Corporation has the broadest selection of solutions for the photo retail market and products designed to address retailer’s specific business goals and objectives—backed by the quality and reliability today’s customers expect. Manufacturing, sales, and development offices of dye-sublimation media for photo printers are in Concord, NC, and more information is available at www.dnpphoto.com/en-us/.
Job Purpose
The Customer Operations Manager will direct and oversee all aspects of management and customer support services in a fast-paced, 24/7 manufacturing environment, including but not limited to: processing all orders, responding to all customer inquiries, making product recommendations, supporting product and sales growth initiatives, handling customer concerns, complaints and returns, implementing service improvements throughout the organization. Ensures that each customer-facing employee has the skills, resources, and knowledge to perform their jobs. The individual in this role also supervises the administration of pricing and oversees individuals in entry-level account development roles.
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Duties and Responsibilities*
- Monitoring customer satisfaction levels and proactively identifying areas for improvement.
- Benchmarking industry/competitor service levels to identify gaps and opportunities for improvement.
- Maintain documents and perform work in accordance with ISO procedures.
- Hold regular team meetings.
- Serve as SME of all customer service functionality in ERP system (currently Epicor). Maintains customer satisfaction by providing problem-solving resources.
- Answers customers’ questions and serves as first escalation point for front-line customer service representatives.
- Manages staff.
- Accomplishes customer service human resource objectives by recruiting, selecting, training, and coaching employees.
- Communicates job expectations to other employees.
- Plans, monitors, appraises, and reviews job contributions of others.
- Enforces company policies and procedures.
- Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews.
- Prepares and completes actions plans.
- Implements production, productivity, quality, and customer-service standards.
- Resolves problems.
- Completes audits.
- Identifies customer service trends and determines system improvements.
- Meets customer service financial objectives by forecasting requirements.
- Prepares annual budgets.
- Schedules expenditures.
- Analyzes variance and initiates corrective actions.
- Determines customer service requirements by maintaining contact with customers and visiting operational environments.
- Conducts surveys and forms focus groups.
- Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
- Updates job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.
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Qualification*
- 5-8 years management experience
- Bachelor’s Degree in management, communications preferred
- Demonstrated experience in customer service / CS management.
- Inside sales experience a plus
- Bilingual in Spanish/Portuguese a plus
- Extensive experience and knowledge of Microsoft Office products, ERP systems, etc.
- Strong team player, self‐starter, positive attitude, and high integrity
- Sense of urgency when dealing with customer issues and coordinating tasks
- Excellent organizational and multitasking skills
- Excellent communication skills (verbal & written) for effective vendor & internal staff communication.
- Attention to detail, drives tasks to closure efficiently with error‐free end result.
- Reasoning ability – the ability to apply common sense understanding to carry out written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. Ability to work independently and take appropriate corrective action when minor problems arise.
- Supervisory Responsibilities*
This position oversees the Customer Service employees and Order Entry Team Leader.
Physical Demands
- Stand/Sit regularly for at least 8 hours per day.
- Required to talk or hear, sit, type, stand, and walk.
- Employee is occasionally required to use hands to finger, handle, or feel and reach with hands and arms.
- May occasionally be required to bend, reach, squat, and kneel.
- Specific vision abilities required by this job include close vision, depth perception, peripheral vision, and the ability to adjust focus.
- Must be able to lift and carry up to 30 pounds on a need basis.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Safety Requirements
- Ability to wear required PPE (including safety glasses, gloves (nitrile, canvas, etc.), hearing protection, ANSI-approved footwear, and others as required.) in any manufacturing area.
The hiring range for this position is $70,000 - $100,000 per year. This range is an estimate, and the actual salary may vary based on the candidate's experience, skills, and qualifications. DNP offers a competitive and comprehensive total rewards package. The benefits for this position include health, dental, vision, critical illness, life insurance, flexible spending, retirement, paid time off, pet insurance, and many retail discounts.
DNP Imagingcomm America Corporation is an equal opportunity employer that does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Job Type: Full-time
Pay: $70,000.00 - $100,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday