The Customer Service Manager leads a team of Customer Service Specialists, ensuring exceptional service and for Yearbook customers. This role acts as the key link between customer needs and production capabilities to deliver a positive customer experience and successful project outcomes.
Responsibilities include coaching and developing team members, supporting performance management, improving customer service processes, and collaborating with sales and production teams. The Customer Service Manager also supports Direct Yearbook sales initiatives and helps drive continuous improvement across service and operational functions.
In addition, this role oversees office services for the Yearbook Division, including coordinating office activities, managing supplies and inventory, supporting store operations, and assisting with day-to-day problem solving.
The ideal candidate is a customer-focused leader with strong communication, problem-solving, organizational, and team development skills.
Friesens offers a comprehensive benefit package and Employee Owner Trust Distributions.
Duties and Responsibilities
- Provide leadership to Customer Service Specialists
- Lead, manage and improve Customer Service performance by:
- Establishing and implementing policy and procedures for Customer Service;
- Contributing to the development, implementation and execution of Friesens strategic plans;
- Developing, implementing, and maintaining the Direct Yearbook strategic plan;
- Recruiting, mentoring, and training staff to achieve company objectives;
- Communicating brand identity and Friesens culture to staff;
- Enabling a pro-active approach to Customer Service;
- Working with production on scheduling/expediting, quality related issues, and R&D of new products/processes;
- Updating and maintaining departmental procedures, processes, and associated material including manuals;
- Utilizing the Friesens Performance Management system (including directing, monitoring, reporting);
- Maintaining and updating staff profiles;
- Clearly defining, developing, and measuring departmental goals, and ensuring that these goals are achieved;
- Documenting performance of team members to be used at update and performance review time;
- Conducting annual update and performance reviews;
- Recruiting, hiring, training, helping, mentoring, disciplining, and terminating team members as required in consultation with direct manager and divisional GM;
- Determining wage, vacation, and other payroll related items in consultation with Vice-President of People and Culture and direct manager;
- Leading bi-annual customer service and prepress operational excellence improvement blitzes;
- Leading quarterly departmental meetings to ensure effective communication and follow through;
- Meeting monthly with individual team members;
- Meeting weekly with teams to promote efficiency, accountability and growth;
- Guiding training coordinator in their duties to create, update and maintain departmental procedures, processes, and associated material including manuals;
- Researching and implementing potential workflow efficiencies;
- Developing and coordinating team member training as required;
- Developing and managing CSS and customer webinar training schedules;
- Adjusting and extend hours worked, and time of day worked as required, especially during peak season i.e. May/June.
- Providing Senior Vice-President of Yearbook with monthly YBD renewal reports;
- Miscellaneous projects as assigned by the Senior Vice-President of Yearbook.
Job Requirements:
- Post Secondary diploma, degree, CIM, or equivalent education required (preference to commerce/business);
- At least 5 years of industry and leadership experience;
- Successfully completing training of the Friesen Performance Management System;
- Strong knowledge of PrintStream, ConnectMe, InDesign, CRM, and Yearbook Direct software systems, as well as Microsoft Office products, including Excel, Word, and PowerPoint;
- Able to maintain filing systems, databases, and basic diary/minutes management;
- Excellent analytical and problem solving skills;
- Meticulous records maintenance skills;
- Superior telephone manners and excellent interpersonal skills;
- Good financial and business awareness;
- Excellent written and verbal communication skills (including the ability to communicate with all levels of the organization and its executive team);
- Strong customer service orientation;
- Strong understanding of all Friesens programs and workflows;
- Self directed and motivated, with proven leadership skills;
- High stress tolerance and decision-making abilities;
- Highly organized with great attention to detail.;
- Proven ability to present and sell in the B to B environment;
- Passionate about leading people and a desire to be part of a collaborative, high functioning leadership group;
- Ambitious and determined to suceed, while being collaborative and respectful.
Applications will be accepted until 4 pm CST on July 17, 2026.
