Customer Service Manager

IMAGEN Brands, our story began over a century ago; we’ve evolved into a global leader of imprinted products for corporate and collegiate brands.  Our insights into current and emerging retail trends, as well as our dedication to exemplary service, have made us the go-to partner for our customers around the world. As we continue to grow, we will explore past our current horizons, look for unexpected solutions and expand into new avenues of opportunity.  The search for innovative products, process and possibilities will always guide our way.   Our Brand Promise - Everything you should expect. More than you can IMAGEN.


IMAGEN Brands companies:  Owned by EBSCO Industries, Inc.

Job Summary

Vitronic Promotional Products, a division of IMAGEN Brands, is seeking an experienced Customer Service Manager to lead our Customer Service team and promote exceptional customer service to Vitronic’ s growing customer base. This position would report directly to the VP of Operations and would be located at our Doniphan, Missouri location.


Job Responsibilities

  • Provide excellent customer service by monitoring, evaluating, and developing guidelines for the Customer Service team
  • Lead the Customer Service team to deliver high standards of customer service by coaching, communicating, developing and evaluating performance measurements and goals
  • Evaluate performance of the Customer Service team on a constant basis, providing counseling and guidance as needed; also, responsible for yearly performance reviews.
  • Establish a written comprehensive training program for all Customer Service departments that will be followed at every location
  • Survey customers for customer satisfaction to ensure customers’ needs are being met
  • Manage workflow to maintain customer satisfaction
  • Be a liaison of overseas order entry
  • Ensure credits and return authorizations are processed on a timely basis.
  • Effectively meet goals and manage escalations and time critical issues despite unexpected setbacks, obstacles, or time constraints
  • Oversee customer issues and ensure effective long-term problem resolution
  • Maintain in-depth working knowledge of system and process
  • Provide feedback to the VP of Operations – Doniphan regarding service successes and areas of opportunity through accurate reporting metrics
  • Continue to develop outsourcing of art and order entry creating a more efficient and effective means with fewer errors; have all art through the art department within 24 hours or less to create
  • Visit Mason location as needed but at least once a quarter to assess employee engagement and customer satisfaction; provide information to the VP of Operations


Job Requirements

  • High School Diploma/Ged or equivalent work experience
  • At least 8 years of work experience within a customer facing role, preferably in a supervisory or management role


Essential Job Functions

  • Exceptional coaching and line management skills
  • Strong knowledge of phone queues to analyze and determine call volume and staffing.
  • Ability to take initiative and utilize sound judgment and analytical skills in decision making and problem solving issues
  • Outstanding organizational, interpersonal and communication (written and verbal) skills
  • Astute business acumen and ability to suggest effective ways to satisfy customers (i.e. process changes, system changes etc).
  • Excellent work ethic, multi tasking skills, and adaptability in a changing, fast paced environment


Preferred Skills

  • Experience in call center management, workforce management, and phone queue structure
  • Proficient in Microsoft Office
  • Experience working in a production and/or manufacturing environment

EBSCO Industries, an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.  EBSCO strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex (including pregnancy), age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.  This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.

EBSCO complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.