Customer Service Supervisor

Company Overview

BR Printers, founded in 1992 by industry veterans, is dedicated to providing exceptional digital printing services. We prioritize flexibility, quality, and small-scale production to meet our customers' evolving needs, ensuring their success is at the forefront of our mission.

Job Summary

As a Customer Service Supervisor, you will be responsible for an elite level of customer service and account management to a selection of fulfillment customers while maintaining meticulous order and account information, resolving any customer or internal issues that may arise throughout the fulfillment process.

Essential Duties & Responsibilities

Job Summary

As a Customer Service Supervisor, you will oversee and support a team of Customer Service Representatives, ensuring an elite level of customer service and account management. You will be responsible for guiding your team to maintain meticulous order and account information, resolve any customer or internal issues that arise throughout the fulfillment process, and support continuous improvement in customer satisfaction.

Essential Duties & Responsibilities

• Supervises and mentors the customer service team, ensuring that all representatives are meeting performance standards, delivering top-notch service, and adhering to operational procedures.
• Coordinates with Account Executives and Fulfillment Managers to ensure customer orders are processed efficiently, accurately, and on time, maintaining exceptional levels of customer satisfaction.
• Manages daily operations of the customer service team, including training, task delegation, and providing guidance on complex customer issues.
• Resolves escalated customer concerns and issues, ensuring timely resolution while maintaining customer relationships.
• Assists in developing and implementing customer service policies and procedures to improve the overall service experience.
• Monitors and ensures team compliance with customer service best practices, industry standards, and company policies.
• Tracks and reports on key performance metrics, identifying areas for improvement and implementing strategies to optimize team productivity and customer service levels.
• Interacts regularly with customers, Account Executives, and Fulfillment Managers via phone, email, and internal communications regarding estimates, live orders, tracking information, inventory levels, and packaging supplies.
• Works with Account Executives and Outside Vendors to create fulfillment estimates based on customer needs and requests.
• Enters and processes live orders into the necessary systems and works alongside Fulfillment Managers to ensure seamless fulfillment.
• Reviews and approves fulfillment estimates in Midnight and verifies all costs associated with customer orders.
• Provides backup for print operators as needed.
• Reviews, verifies, and ensures accuracy of all invoices before finalization and distribution to customers.
• Supports and collaborates with the Customer Service Manager, Fulfillment Managers, and Receiving Manager as needed.
• Helps manage customer’s e-commerce platforms and Veracore profiles, ensuring accuracy and up-to-date information.
• Assists in overseeing and organizing special projects and internal communications.
• Coordinates ordering of office supplies, kitchen and cleaning supplies, as well as planning office events like lunches and holiday parties.
• Negotiates vendor contracts and pricing for essential services (Comcast, Waste Management, HVAC, etc.)
• Manages facility repairs, including scheduling and overseeing vendors.
• Handles all collections emails for past-due customers and ensures timely payments.
• Assists with the processing of credit card payments and oversees invoicing for print and fulfillment customers.
• Reviews and processes AP invoices in Concur for accuracy and forwards for final approval.

Required Skills & Abilities

· Ability to multi-task on a regular basis

· Ability to confidently and efficiently work both independently as well as a small team

· Identify and resolve issues in a timely manner

· Meticulous attention to detail

· Excellent organizational, planning, analytical and problem-solving skills

· Excellent verbal and written communication skills

Qualifications

· 5 years of Customer Service experience, 3PL experience a plus

· Project Management experience preferred

· Proficiency with Warehouse Management System (WMS) and Customer Relationship Management (CRM) systems

· Tech-savvy – you must be able to competently navigate web-based tools as well as standard PC software (Microsoft Office, Google Sheets, Google Docs, Adobe Acrobat, Shopify, etc.)

· Shipping platform experience (Ship Station, Veracore) a plus

Job Type: Full-time

Pay: $60,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• Monday to Friday

Ability to Commute:

• Denver, CO 80239 (Required)

Ability to Relocate:

• Denver, CO 80239: Relocate before starting work (Required)

Work Location: In person