Client Services and Operations Manager

As a Client Services and Operations Manager at Graphic Makers, your primary responsibilities will include overseeing the customer service team, managing the project lifecycle for printing projects, ensuring that all client interactions adhere to company protocols, and resolving complex customer issues. You'll also be accountable for setting team objectives, training your staff, and analyzing key performance indicators to improve overall efficiency and customer satisfaction.

To qualify for the Client Services and Operations Manager position at Graphic Makers, candidates should have over three years of experience in customer service, ideally in a remote environment. Proficiency in both English and Spanish is essential, alongside strong organizational skills, experience with CRM and project management tools, and a proven track record in team leadership and mentoring.

Yes, the Client Services and Operations Manager role at Graphic Makers is fully remote! You can work from anywhere in LATAM, providing great flexibility and the ability to balance your personal and professional life while contributing to a vibrant team.

Graphic Makers values your success and will provide training in customer service to equip you with the necessary skills for the Client Services and Operations Manager role. This training will focus on our processes and best practices to help you manage your team effectively and deliver exceptional customer experience.

As a Client Services and Operations Manager at Graphic Makers, you can expect competitive compensation in USD for your work, which will be paid in a timely manner. In addition, you'll enjoy benefits like PTO, sick leave, and personal days off, reflecting our commitment to employees' well-being.

In handling a complex customer issue, I would first ensure to listen actively to the client's concerns to understand the full context. I would then gather all relevant information and collaborate with my team to identify the best solution. Keeping the client informed throughout the process is crucial, and I would follow up to ensure their satisfaction with the resolution.

To motivate my customer service team, I believe in setting clear goals and recognizing their achievements. I would implement team-building activities, provide constructive feedback, and encourage open communication. Regular training sessions and opportunities for professional development greatly enhance team morale and engagement.

I have considerable experience using project management tools such as Monday.com, Trello, and Asana. These platforms help me track multiple projects, streamline workflows, assign tasks to team members, and ensure timely communication with clients. I've found that utilizing these tools enhances collaboration and productivity among teams.

To ensure compliance with SOPs, I emphasize training and regular check-ins with my team. I regularly review performance against our established standards and provide feedback to ensure everyone understands and adheres to these procedures. This approach fosters a culture of accountability and quality.

When analyzing team performance, I consider various key performance indicators (KPIs) such as customer satisfaction scores, response times, resolution rates, and individual contributions. This comprehensive view helps me identify areas for improvement and recognize high performers within the team.

To balance multiple projects, I prioritize tasks based on deadlines and project significance. I maintain an organized schedule and use project management tools to track progress. Effective communication with my team is vital to ensure everyone is aligned, and I remain adaptable to changes in priorities.

My training approach for new customer service representatives involves a structured onboarding process that includes shadowing experienced team members, comprehensive training on our systems and protocols, and gradually increasing their responsibilities. I also encourage new hires to ask questions and participate actively in training activities.

Integration of customer feedback into operations is critical; I regularly review customer input and identify common themes or areas for improvement. This feedback is then disseminated to relevant teams, and I encourage discussions on actionable changes we can implement to enhance the customer experience.

To ensure timely communication with clients, I establish clear guidelines for response times based on queries and maintain regular check-ins during the project lifecycle. Utilizing CRM software allows me to keep track of all interactions and ensures that no client goes without support.

Fostering a positive team culture in a remote setting involves regular virtual meetings, creating opportunities for team bonding activities, and encouraging open communication. Recognizing team achievements and promoting a vibrant work environment will help create strong relationships and collaboration among remote team members.