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Client Services and Operations Manager
hace 2 semanas
**Team Leader (Customer Service)**:
**Company Name**: Graphic Makers & Printers
**Job Type**: Remote, Full-Time
**Schedule**: Monday to Friday, 9am-6pm Argentina GMT-3 / 7am-4pm New Jersey EST
**Employment Type**: Independent Contractor
**Location**: LATAM Countries (Remote)
**About Us**:
Graphic Makers is a leading printing and direct mail company specializing in high-quality products and exceptional customer service. We are dedicated to helping businesses grow and thrive through expert printing, marketing, and advertising solutions. As we continue to expand, we are seeking an experienced **Customer Support & Project Management Manager** to lead our customer service and project management operations.
**Position Overview**:
We are looking for an experienced and proactive **Customer Support & Project Management Manager** to oversee and manage our customer service team and project management processes. This key role involves managing all interactions with customers (excluding sales), ensuring seamless coordination between departments, and upholding company protocols and standards. You will supervise a team of customer service representatives and administrative staff, ensuring high-quality service, efficient workflows, and adherence to SOPs to achieve company objectives.
**Key Responsibilities**:
- Oversee the customer service team, ensuring all client interactions are handled professionally, efficiently, and in line with company protocols.
- Manage the entire project lifecycle, including customer communication, design, corrections, approvals, and delivery phases.
- Ensure all team members follow established SOPs and deliver exceptional quality in their work.
- Act as the primary point of escalation for complex customer issues and resolve them promptly.
- Collaborate with the design team and other departments to ensure projects meet customer expectations and deadlines.
- Monitor team performance, set objectives, and conduct regular reviews to maintain high-quality standards.
- Train, coach, and mentor customer service representatives and administrative staff to ensure professional growth and alignment with company values.
- Develop and implement strategies to streamline workflows and improve customer satisfaction.
- Track key performance indicators (KPIs) and prepare reports on team performance and project progress.
- Communicate with company leadership to provide updates and recommend process improvements.
**Requirements**:
- **3+ years of experience in Customer Service**, preferably in a remote setting.
- **English and Spanish proficiency** (fluent speaking and writing).
- Strong interpersonal and communication skills.
- Analytical skills with a data-driven approach to decision making.
- Reliable internet connection and a suitable workspace for remote work.
- Experience in leading, mentoring, and managing teams will be a plus.
- Strong organizational and multitasking skills with attention to detail.
- **Process-Oriented**: Experience in developing and implementing SOPs and ensuring compliance.
- Ability to think critically and resolve issues effectively and efficiently.
- Comfortable working in a fast-paced, remote environment with a diverse team.
**Benefits**
- **Training provided** in customer service to ensure you succeed in the role.
- **USD compensation** for your work, paid in a timely manner.
- Work **remotely** from anywhere in LATAM, offering great flexibility.
- Enjoy PTO, Sick Leave, USA Holidays and Personal Days off.
